Technical Support Engineer

Devo, the cloud-native logging and security analytics company, empowers security and operations teams to maximize the value of all their data. Only the Devo platform delivers the powerful combination of real-time visibility, high-performance analytics, scalability, multi-tenancy, and low TCO crucial for monitoring and securing business operations as enterprises accelerate their shift to the cloud.

Headquartered in Boston, Mass., Devo is backed by Insight Partners, Georgian, and Bessemer Venture Partners. Learn more at.

SUMMARY

As a Technical Support Engineer, you will provide remote support to customers through different channels like web, email, chat, phone, and others as needed. You will be responsible for researching, diagnosing, troubleshooting, and resolving issues while properly managing customer expectations. This position is for the EMEA team within a cross-regional 24/7/365 support organization.

RESPONSIBILITIES

1. Perform remote customer support.
2. Install and configure applications.
3. Monitor and maintain the Devo platform and/or software product.
4. Maintain effective communication with customers through different channels like web, email, and phone.
5. Prioritize and manage workflow.
6. Troubleshoot, diagnose, and resolve issues.
7. Maintain procedural documentation and reports.
8. Learn and work on changing technologies.
9. Respond to customer calls and emails and act accordingly regarding issues.
10. Establish and maintain good working relationships with customers and other professionals.

REQUIREMENTS

1. BS/BA degree in a technical field, or equivalent experience.
2. Strong focus and dedication to customers.
3. Effective written and verbal communication and interpersonal skills.
4. Strong analytical approach for diagnosing and troubleshooting technical problems.
5. Demonstrated ability to organize and prioritize tasks and communications to meet resolution times.
6. Strong troubleshooting and diagnosing skills to resolve technical issues.
7. Good knowledge of computer systems.
8. Familiarity with Cloud platforms (i.e., AWS GovCloud, CloudOne).
9. Hands-on admin experience with Linux and Windows-based servers.
10. Hands-on experience with database and/or big data query languages (i.e., SQL, SPL, Linq).
11. Experience with syslog.
12. Native-level proficiency in Spanish and professional proficiency in English.
13. Desired experience with SIEM and/or with a SOC.

WHY WORK AT DEVO?

1. Focus on Security and Data Analytics: If you’re passionate about security operations, data analytics, or enterprise-level IT infrastructure, we will offer you a chance to be part of a platform that helps organizations monitor and secure their systems in an increasingly digital world. You will have the opportunity to work with innovative products that solve real-world challenges.
2. Career Growth: You’ll join a company where we value our people and provide tremendous opportunities that come with a hyper-growth organization. Our development programs include:

• Company-paid job-related technical certifications.
• Personal development plans based on career paths.
• Full support for internal job movements as part of career development.

COMPREHENSIVE BENEFITS

1. Medical health insurance: At Devo, we believe in taking care of not just our employees, but also their families.
2. Life insurance.
3. Meal vouchers, commuting allowance, and childcare vouchers.
4. Employee referral program — get a bonus for helping friends get jobs at Devo!
5. Employee Stock Option Plan.
6. Gender and diversity initiatives to increase visibility, inclusion, and sense of belonging.