Senior Technical Support Engineer - AI Security + Equity

Vectra AI, Inc.

Austin (TX)

On-site

USD 80,000 - 90,000

Full time

5 days ago

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Benefits offered by this job

Health care insurance

Employee stock options

Job summary

Vectra AI, Inc. is seeking a leading Technical Support Engineer to provide expert support for complex technologies in global environments.

You will ensure a positive customer experience throughout the lifecycle of support interactions and serve as a go-to expert for colleagues and customers in difficult situations. You will diagnose issues, reproduce in labs, and collaborate with Engineering, Sales and other teams to deliver robust workarounds, high-quality solutions and clear customer

Qualifications

Minimum 5 years in technical support or escalation engineering.
Experience diagnosing and resolving complex customer issues.
Strong Linux-based system knowledge and TCP/IP expertise.
Eligibility: U.S. citizen.

Responsibilities

Manage a customer-facing third-tier support queue.
Diagnose issues through lab reproduction and source-code analysis.
Quantify customer impact and prioritize solutions within and beyond Support.
Communicate with customers and Sales via email, phone, and remote sessions.
Coordinate with Engineering to deliver high-quality workarounds and fixes.
Identify, document, and drive product, hardware, software, and process improvements.
Develop Support processes, tools and documentation to grow the team.
Create customer-facing content (knowledge bases, how-to guides).
Provide limited on-call/out-of-hours support, weekends/holidays.
Collaborate with colleagues on investigations and escalations.