Technical Customer Support Engineer

🕒 September 28

🇺🇸 United States – Remote

💵 $80k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 33%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 45 days.
• Jobs at this company usually fill in 21 days.
• Reposted 2 times.

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Vectra AI

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2012

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Vectra AI is a leading cybersecurity company specializing in AI-driven detection and response solutions to protect against complex cyber threats. The company offers an integrated platform for extended detection and response (XDR), capable of detecting, prioritizing, investigating, and responding to threats across networks, identities, clouds, and endpoints. Vectra AI leverages Attack Signal Intelligence to provide real-time, AI-driven insights that empower security analysts to detect and stop attacks more effectively. It is widely used across various industries, including finance, healthcare, government, and critical infrastructure, helping organizations improve their security posture, reduce alert noise, and enhance their incident response capabilities. Vectra AI is recognized globally for its pioneering work in AI security and holds numerous patents in threat detection.

📋 Description

• Work a customer-facing third-tier support queue • Perform deep diagnosis of customer issues, including lab reproduction and source-code analysis • Quantify customer impact and prioritize solutions within and external to the Support team • Engage customers and the Sales organization through email, telephone, and remote management sessions such as WebEx, Zoom, and GotoMeeting • Engage Engineering teams to provide prompt, high-quality workarounds and solutions • Identify, qualify, and document product, hardware, software, and process improvements • Develop Support processes, tools, and documentation • Develop customer-facing content such as knowledge bases and how-to guides • Provide limited on-call/out-of-hours support for weekends and national holidays • Collaborate with colleagues on investigations and escalations • Collaborate cross-functionally and communicate effectively as a team player

🎯 Requirements

• Strong experience supporting an international customer base • At least 5 years working in a technical support and/or escalation engineer role • Experience in diagnosis and resolution of complex customer issues • Expertise in Linux-based systems, their management, operation and application stacks • Good understanding of current security technologies and risks • Excellent understanding of TCP/IP network protocol suite including packet capture analysis • Basic understanding of SQL and non-SQL databases • Able to work as part of a geographically dispersed global Support team • Initiative to proactively identify new issues and drive their resolution • Some exposure to virtual environments • Some exposure to cloud environments and support of cloud/SaaS applications • Must be a U.S. Citizen • Demonstrated ability to use AI-enabled tools to improve productivity, quality, decision-making, and customer outcomes • Comfortable using AI for drafting customer communications, summarizing cases, analyzing trends, preparing reports, researching technical issues, and automating routine workflows • Able to critically validate AI-generated outputs, apply sound judgment, and protect confidential and customer information • Identifies opportunities to responsibly embed AI and automation into team processes and supports adoption of approved tools

🏖️ Benefits

• Competitive base pay • Incentive plan eligibility • Participation in the employee equity plan (stock options) • Health care insurance • Income protection / life insurance • Access to retirement savings plans • Behavioral & emotional wellness services • Generous time away from work • Comprehensive employee recognition program

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