Senior Threat Detection Support Engineer

Vectra AI; California City (CA); On-site; USD 100,000 - 110,000; Full time

Benefits offered by this job

Health care insurance

Stock options

Job summary

Vectra AI seeks a Sr Support Engineer to deliver high-touch technical support for complex technologies in global environments. You will be the expert colleagues and customers rely on for difficult cases, balancing triage, debugging, and collaboration across teams.

You will engage customers through multiple channels, drive timely resolutions, and contribute to knowledge content and process improvements while supporting an on-call rotation to ensure continued service quality.

Qualifications

• 7+ years in technical support or escalation roles.
• Experience diagnosing and resolving complex customer issues.
• Expertise with Linux-based systems and TCP/IP networking.
• Familiar with cloud/SaaS environments and security basics.
• Must be a U.S. citizen.

Responsibilities

• Handle a customer-facing third-tier support queue.
• Diagnose issues with lab reproduction and source-code analysis.
• Quantify customer impact and prioritize solutions inside/outside the Support team.
• Engage with customers and Sales via email, phone and remote sessions (WebEx/Zoom).
• Coordinate with Engineering to provide workarounds and fixes.
• Develop and document support processes and knowledge content.
• Provide limited on-call/out-of-hours support on weekends/holidays.
• Collaborate with colleagues on investigations and escalations.

Skills

International support

Senior escalation

Linux systems

TCP/IP networking

Cloud/SaaS support

On-call support

Tools

WebEx

Zoom

Remote management

Source-code analysis

Job description

Vectra AI seeks a Sr Support Engineer to deliver high-touch technical support for complex technologies in global environments. You will be the expert colleagues and customers rely on for difficult cases, balancing triage, debugging, and collaboration across teams.

You will engage customers through multiple channels, drive timely resolutions, and contribute to knowledge content and process improvements while supporting an on-call rotation to ensure continued service quality.