Technical Customer Support Engineer
Core
Leading Technical Support Engineer providing third-tier support, deep diagnosis, and lab reproduction for Vectra's AI-driven threat detection platform in hybrid/multi-cloud environments.
Role type
Senior IC Technical Support Engineer
Builds
Customer experience and resolution for AI-driven cyber threat detection platform
Domain
Cybersecurity / AI-driven threat detection / Cloud & Hybrid Networks
Deliverable
production ML models
Required skills
Linux systems management, TCP/IP network protocol analysis, packet capture analysis, complex issue diagnosis, SQL/non-SQL databases, cloud/SaaS application support, global support coordination
Preferred skills
Python scripting, bash shell, enterprise network design, security appliances/software, data interchange between dissimilar systems, AI-enabled tools (ChatGPT, Copilot)
Technologies
Vectra AI Platform, Linux, TCP/IP, SQL, Python, bash, WebEx, Zoom, GotoMeeting, ChatGPT Enterprise, Microsoft Copilot
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 for workarounds, developing Support processes and documentation, creating customer-facing content (knowledge-base, guides), limited on-call support
Seniority
Senior, hands-on IC
