Senior Technical Support Engineer

April 5

ThreatConnect

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ThreatConnect Inc.®, the leader in reducing complexity and enabling better decision making in cybersecurity .

Security Intelligence • Cyber Security • Cyber Intelligence • Threat Intelligence • Threat Management

51 - 200

Description

• Provide support to customers throughout installation, upgrade, and day-to-day use across a variety of browsers and operating systems (Primarily Linux) • Demonstrate a firm grasp of networking technologies (firewalls, routers, switches) and network protocols (TCP/IP, DNS, SMTP, etc.), Databases, and other third-party components (e.g. Splunk) by identifying and troubleshooting potential issues affecting product operations • Diagnose application behavior as communicated by customers or captured via code output, system logs, Java stack traces, Thread Dumps, etc. • Work within customer environments across a variety of teams (IT, Networking, Security/Compliance, etc.) to ensure that ThreatConnect can be deployed as required in lab, QA, development, and production environments • Coordinate scheduling and availability with internal teams and external partners/customers • Work through complex customer use cases and isolate core issues, whether they are rooted in product, technical, process, or user causes • Identify customer pain points and communicate needs with appropriate internal parties • Articulate and submit product feedback to the Product Management team based on customer needs • Contribute to the prioritization and communication of customer pain points in a timely fashion • Work with other Customer Success, DevOps, and Engineering teams to implement scaling efforts (automation, platform performance diagnosis, proposing infrastructure scaling to address performance issues) as required by our customer base • Stay up to date on the latest ThreatConnect platform, integration offerings, and features • Work remotely or travel if necessary to debug and solve complex problems with the software and customer’s infrastructure

Requirements

• Bachelor's Degree in Computer Science, Information Systems, or related discipline OR equivalent experience • 7+ years of total experience AND 3+ years of customer-facing experience in the computer network security industry • Organization skills to manage and coordinate a schedule with multiple competing stakeholders • Expert Level knowledge of Linux Operating Systems • Understanding of Java Software environment, Java Virtual machines, and diagnosing methodologies • Excellent knowledge of a wide variety of security solutions and technologies, including deploying, debugging, and troubleshooting: JBOSS, MySQL, Postgres, SAP HANA, Linux, Windows Server, Network Architecture/implementation/configuration

Benefits

• Competitive benefits package with comprehensive insurance coverage • Unlimited paid time off • Unique perks • Recognition for employees who go above and beyond