Senior Technical Support Engineer

Halcyon; United States; Remote; USD 110,000 - 150,000; Full time

Job summary

A forward-thinking cybersecurity firm is seeking a Senior Technical Support Engineer to provide expert level support and troubleshoot various platforms including Windows, Linux, and macOS. The ideal candidate should have over 7 years of experience in technical support, strong troubleshooting skills, and an understanding of cybersecurity practices. This position offers a competitive salary and comprehensive benefits including healthcare and equity opportunities.

Benefits

Comprehensive healthcare

401k plan with employer contribution

Flexible PTO policy

Generous equity offering

Qualifications

• 7+ years of experience in technical customer support or similar role.
• Proven ability to configure Windows for crash dump analysis.
• Expertise in ransomware lifecycle, endpoint defense, and incident response.

Responsibilities

• Serve as the highest level of technical escalation for critical customer issues.
• Perform advanced troubleshooting and analysis of Halcyon Agents.
• Conduct root cause analysis and provide actionable insights.

Skills

Technical customer support

Systems engineering

Troubleshooting complex issues

Networking concepts

API integration

Scripting (Python, PowerShell, or Bash)

Job description

What we do:
Halcyon is the industry’s first dedicated, adaptive security platform that combines multiple proprietary advanced prevention engines along with AI models focused specifically on stopping ransomware.

Who we are:
Halcyon was formed in 2021 by a team of cyber industry veterans after battling the scourge of ransomware (and advanced threats) for years at some of the largest global security vendors. Comprised of leaders from Cylance (now Blackberry), Accuvant (now Optiv), Fireye and ISS X-Force (now IBM), Halcyon is focused on building products and solutions for mid-market and enterprise customers.

As a remote-native, completely distributed global team, we recognize great talent can exist anywhere. We invite you to apply to a job you’re interested in and we'll work a plan to meet your needs.

The Role:

Halcyon is seeking a highly skilled and experienced Senior Technical Support Engineer to join our growing support team. In this role, you will address customer issues across various platforms, including Windows, Linux, and Mac. The ideal candidate will possess a strong understanding of cloud, networking, applications, and security.

You will collaborate closely with Halcyon's Customer Success, Engineering, and Threat Response teams to troubleshoot and resolve customer issues and handle emerging threats, all while delivering top-notch support to our clients. If you are a self-motivated team player who is eager to learn and can adapt quickly, we encourage you to apply.

Responsibilities:

• Serve as the highest level of technical escalation for critical customer issues.
• Perform advanced troubleshooting and in-depth analysis of Halcyon Agents across Windows, and Linux environments.
• Partner with Engineering teams to diagnose, reproduce, and resolve complex technical challenges.
• Conduct root cause analysis and provide actionable insights to improve product stability and performance.
• Develop and refine technical documentation and knowledge base articles to enhance internal and customer-facing support resources.
• Lead customer interactions with professionalism, ensuring timely and effective resolution of technical issues via phone, email, and remote sessions.
• Assist in refining support processes, mentoring junior engineers, and identifying areas for automation and efficiency improvements.
• Stay ahead of emerging threats and security trends to proactively assist customers in mitigating risks.
• Learn and develop new skills quickly as required.
• Perform other duties as assigned.

Skills & Qualifications:

• 7+ years of experience or combination of education and experience in technical customer support, systems engineering, or a similar role, preferably in cybersecurity, SaaS, or enterprise software.
• Proven ability to configure Windows operating systems to capture crash dumps and perform preliminary dump-file analysis.
• Deep technical expertise in troubleshooting complex issues across Windows, macOS, and Linux environments.
• Expertise in some of the following areas: ransomware lifecycle, endpoint defense, threat intelligence, incident response, and data exfiltration prevention.
• Strong experience with API integration, scripting (Python, PowerShell, or Bash), and data analysis.
• Strong understanding of networking concepts, including firewalls, proxies, VPNs, and TCP/IP troubleshooting.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Industry certifications (e.g., Microsoft, Linux, AWS, Security+) are a plus but not required.
• Ability to provide customer support and utilize customer support tools effectively.
• Strong verbal and written communication skills, with the ability to interact with stakeholders of varying levels of technical knowledge.

Benefits:

• Comprehensive healthcare (medical, dental, and vision) with premiums paid in full for employees and dependents.
• 401k plan with a generous employer contribution.
• Short and long-term disability coverage, basic life and AD&D insurance plans.
• Medical and dependent care FSA options.
• Flexible PTO policy.
• Parental leave.
• Generous equity offering.

Base Salary Range: $110,000 - $150,000

We are an equal opportunity employer and welcome applications from diverse candidates.