Technical Support Engineer
Core
Providing third-tier technical support and deep diagnosis for AI-driven threat detection and response platforms in hybrid and multi-cloud environments.
Role type
Senior Technical Support Engineer (Security/AI)
Builds
Customer trust and resolution for Vectra AI Platform users
Domain
Cybersecurity, AI-driven threat detection, Cloud/SaaS
Deliverable
client delivery
Required skills
Linux system administration, TCP/IP protocol analysis, packet capture analysis, complex issue diagnosis, SQL/non-SQL database understanding, global support coordination
Preferred skills
Python scripting, bash shell scripting, enterprise network design, virtual environment management, cloud/SaaS support, security appliance knowledge
Technologies
Vectra AI Platform, Linux, TCP/IP, SQL, Python, bash, WebEx, Zoom, GotoMeeting
Responsibilities
Working a customer-facing third-tier support queue, Deep diagnosis of customer issues including lab reproduction and source-code analysis, Engaging with Engineering teams to provide workarounds, Developing Support processes and documentation, Creating customer-facing content like knowledge-base articles, Collaborating on investigations and escalations
Seniority
Senior, hands-on IC