Senior Escalation Engineer - Linux & Security Support

OpenKrill; United States; Remote; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health care insurance

Retirement savings plan

Stock options

Job summary

Vectra is seeking a leading Technical Support Engineer to deliver expert support for complex technologies in global environments. You will ensure a positive customer experience throughout the support lifecycle and serve as the go-to expert for challenging issues.

You are expected to be deeply skilled, the person colleagues rely on for assistance, and to engage with customers during difficult situations. A proactive, collaborative approach is essential to thrive in our fast-moving organization.

Qualifications

• 5+ years in technical support or escalation roles.
• Experience diagnosing complex customer issues.
• US citizenship required.
• Experience supporting international customers.
• Proactive issue identification.

Responsibilities

• Working a customer-facing third-tier support queue.
• Deep diagnosis of customer issues, including lab reproduction and source-code analysis.
• Quantifying customer impact and prioritizing solutions both within and external to the Support team.
• Engaging with both customers and the Sales organization through email, telephone and remote management sessions (e.g. WebEx, Zoom, GotoMeeting).
• Engaging with Engineering teams to provide prompt and high-quality workarounds and solutions.
• Identifying, qualifying and documenting product, hardware, software and process improvements.
• Developing Support processes, tools and documentation to further grow the Support organization.
• Developing customer-facing content (e.g. knowledge-base, how-to guides).
• Limited on-call/out-of-hours support for weekends/national holidays.
• Collaborate with your colleagues on investigations and escalations.
• Being the embodiment of a team player; cross functional collaboration and communication is vital.

Skills

Linux

TCP/IP

SQL

NoSQL

Cloud environments

Virtual environments

Security technologies

International support

Tools

WebEx

Zoom

GotoMeeting

Job description

Vectra is seeking a leading Technical Support Engineer to deliver expert support for complex technologies in global environments. You will ensure a positive customer experience throughout the support lifecycle and serve as the go-to expert for challenging issues.

You are expected to be deeply skilled, the person colleagues rely on for assistance, and to engage with customers during difficult situations. A proactive, collaborative approach is essential to thrive in our fast-moving organization.