Sr Support Engineer
Core
Leading Sr Support Engineer providing third-tier technical support for Vectra's AI-driven threat detection platform in hybrid and multi-cloud environments.
Role type
Senior IC Support Engineer (Cybersecurity)
Builds
Customer trust and resolution for AI-driven threat detection and response platform
Domain
Cybersecurity, AI-driven threat detection, Hybrid/Multi-cloud
Deliverable
client delivery
Required skills
Linux system administration, TCP/IP protocol analysis, packet capture analysis, complex issue diagnosis, SQL/NoSQL databases, global support coordination, security technology knowledge
Preferred skills
Python scripting, bash shell, enterprise network design, virtual environment support, cloud/SaaS application support, security appliance expertise, data interchange between dissimilar systems
Technologies
Linux, TCP/IP, SQL, NoSQL, 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 customers and Sales via email, telephone, and remote sessions, Engaging with Engineering teams to provide workarounds and solutions, Identifying and documenting product/hardware/software improvements, Developing Support processes, tools, and documentation, Developing customer-facing content like knowledge-base and guides, Limited on-call/out-of-hours support
Seniority
Senior, hands-on IC