Senior Support Engineer - Global Cybersecurity Support
Vectra
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Job summary
Vectra is seeking a Sr. Support Engineer to provide expert technical assistance for complex technologies in global environments.
You will handle a customer-facing third-tier support queue and work with Engineering to deliver high-quality workarounds and solutions. The role requires strong Linux expertise, network and security knowledge, and the ability to diagnose and resolve intricate issues for an international client base; some on-call duties may apply and remote management sessions will be
Qualifications
- 7+ years in technical support or escalation engineering roles.
- Experience diagnosing and resolving complex customer issues.
- Expertise in Linux-based systems and TCP/IP networks.
- Familiarity with cloud environments and security technologies.
- US Citizenship required.
Responsibilities
- Handle a customer-facing third-tier support queue.
- Perform deep diagnosis, lab reproduction, and source-code analysis.
- Quantify customer impact and prioritize solutions.
- Interact with customers and Sales via email, phone, remote sessions.
- Collaborate with Engineering to provide timely workarounds.
- Develop and document support processes and content.
- Limited on-call support for weekends and holidays.
- Work with colleagues on investigations and escalations.
Skills
Job description
Vectra is seeking a Sr. Support Engineer to provide expert technical assistance for complex technologies in global environments.
You will handle a customer-facing third-tier support queue and work with Engineering to deliver high-quality workarounds and solutions. The role requires strong Linux expertise, network and security knowledge, and the ability to diagnose and resolve intricate issues for an international client base; some on-call duties may apply and remote management sessions will be
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