Technical Support Engineer at Red Canary | Powderkeg

Location: Remote

Team: Product Support

Who We Are

Red Canary was founded to create a world where every organization can make its greatest impact without fear of cyber threats. We’re a cyber security company who protects, supports and empowers organizations to make better security decisions so they can focus on their mission without fear of cyber threats.

The combination of our market-defining technology and expertise prevents breaches every day and sets a new standard for partnership in the industry. We’re united in our commitment to customers and grounded in our values, which earned us a place on the Forbes Best Start-up Employers 2022 list. If our mission resonates with you, let’s talk.

What We Believe In

- Do what’s right for the customer

- Be kind and authentic

- Deliver great quality

- Be relentless

Challenges You Will Solve

As a Technical Support Engineer (TSE) you understand that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand. Your success is measured by your ability to be an extension to our customers as well as your commitment to act with urgency, thoughtful responsiveness and the number of issues resolved.

You understand the balance between addressing immediate operational issues and root cause analysis, allowing you to deliver a phenomenal customer experience while at the same time identifying and addressing known failure modes. You consider your willingness to learn, resourcefulness, and patience as some of your strongest qualities.

What You'll Do

  • Be a trusted advisor on product functionality for your customers and third-party vendors.
  • Drive resolution of complex issues with understanding of customer needs and concerns and deeper comprehension of product and issue relation.
  • Strive to educate customers in ticket responses to ensure that they are getting the most out of our products.
  • Create, update, and share documentation based on troubleshooting and new solutions
  • Join calls with customers independently to gather information, walk through issues, and connect with customer
  • Communicate with customers clearly, concisely, and professionally in both written and verbal communications
  • Work with Product Management and Engineering to identify, reproduce, inform on, and resolve defects
  • Consistently maintain timely communication with customers while maintaining case hygiene
  • Participate in the team’s pager rotation, responding to operational incidents as needed
  • Respond to and resolve issues reported by internal or external customers by debugging, performing root cause analysis, and working closely with partner technical support or engineering as needed.
  • Own the maintenance, upgrades, and performance of the hosted server fleet, while striving to minimize operational incidents

What You'll Bring

  • 3 years in a technical facing role, troubleshooting and resolving technical issues with a wide range of technologies
  • Troubleshooting experience in the following areas: Windows, macOS, and Linux environments, Networking (TCP/IP, DNS, Wireshark, SSL), Third-party security agents, EDR preferred
  • Experience in CentOS, Linux CLI, Python, Bash, Puppet, SaltStack, Terraform, Nginx, Event Forwarder, Solr and RabbitMQ performance command lines, preferred.
  • Hands-on experience with VMware Carbon Black, Crowdstrike Falcon, SentinelOne, Microsoft Defender for Endpoint, Jamf Protect, and/or Elastic Endgame, and/or Palo Alto Cortex preferred.
  • Ability to deploy software (SCCM, JAMF, Batch), preferred.
  • An understanding and ability to leverage infrastructure automation.
  • Listening skills, with the ability to work across internal and external teams with competing priorities.
  • Strong written and verbal communication skills with proven ability to initiate and manage relationships via email and phone.
  • An understanding of how to prioritize and escalate customer issues to the appropriate internal team.
  • An independent and self-sufficient mindset, focused on the needs of your customers and genuinely excited about forging a path forward when none exists.
  • Willingness to do what’s right for the customer and be comfortable with difficult conversations.
  • A positive attitude and default to action. If you see something that may negatively impact the customer experience or team processes, you dive right in, isolate the issue, and ensure we do whatever it takes to eliminate it.

Targeted base salary range: $84,000 - $103,000 + bonus eligibility and equity depending on experience

Benefit Highlights:

_- 100% Paid Premiums: _ ** _ _** Red Canary offers a 100% paid plan option for medical, dental and vision for you and your dependents. No waiting period.

_- Health & Wellness - Access to mental health services, Employee Assistance Program and additional programs to incentivize healthy habits. _

- Fertility Benefits: All new hires are eligible for benefits as of their first day.

_- Flexible Time Off: Take the time you need to recharge including vacation, sick, bereavement, jury duty, and holidays. _

- Paid Parental Leave- Full base pay to bond/care for your new child.

_- Pre-Tax Plans - Red Canary offers a variety of plans to fit you and your dependent specific needs including FSA, HRA and HSA, with employer funding to offset out of pocket health care expenses. _

- Flexible Work Environment- With 60% remote workforce, Canaries can work virtually from almost anywhere in the US.

The application deadline is February 29th, 2024.

Why Red Canary?

Red Canary is where people embody our mission to improve security outcomes for all. People work hard to maintain a culture that encourages authenticity in order to do your best work. Our people are driven and committed to finding the best security outcomes, delivering real and actionable answers, and being transparent along the way.

At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers’ security. For a full list of benefits, please review our Benefits Summary:

Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

Job Summary
  • Job Title
    Technical Support Engineer
  • Company
    Red Canary
  • Location
  • Employment Type
    Full time
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