Technical Customer Support Engineer
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Job Description
Technical Customer Support Engineer diagnosing complex customer issues for Vectra’s AI-driven cyber threat detection platform. Supporting global customers through Linux, networking, cloud, and security expertise.
Responsibilities:
- Work a customer-facing third-tier support queue
- Perform deep diagnosis of customer issues, including lab reproduction and source-code analysis
- Quantify customer impact and prioritize solutions within and outside the Support team
- Engage customers and Sales through email, telephone, and remote management sessions such as WebEx, Zoom, and GoToMeeting
- Engage Engineering teams to provide prompt, high-quality workarounds and solutions
- Identify, qualify, and document product, hardware, software, and process improvements
- Develop Support processes, tools, and documentation
- Develop customer-facing content such as knowledge bases and how-to guides
- Provide limited on-call/out-of-hours support for weekends and national holidays
- Collaborate with colleagues on investigations and escalations
- Support cross-functional collaboration and communication
Requirements:
- Strong experience supporting an international customer base
- At least 5 years working in a technical support and/or escalation engineer role
- Experience diagnosing and resolving complex customer issues
- Expertise in Linux-based systems, their management, operation and application stacks
- Good understanding of current security technologies and risks
- Excellent understanding of the TCP/IP network protocol suite, including packet capture analysis
- Basic understanding of SQL and non-SQL databases
- Able to work as part of a geographically dispersed global Support team
- Initiative to proactively identify new issues and drive their resolution
- Some exposure to virtual environments
- Some exposure to cloud environments and support of cloud/SaaS applications
- Must be a U.S. Citizen
- Demonstrated ability to use AI-enabled tools to improve productivity, quality, decision-making, and customer outcomes
- Comfortable using AI for drafting customer communications, summarizing cases, analyzing trends, preparing reports, researching technical issues, and automating routine workflows
- Able to critically validate AI-generated outputs, apply sound judgment, and protect confidential and customer information
- Able to identify opportunities to responsibly embed AI and automation into team processes and support adoption of approved tools
Benefits:
- Competitive base pay
- Incentive plan eligibility
- Participation in the employee equity plan (stock options)
- Health care insurance
- Income protection / life insurance
- Access to retirement savings plans
- Behavioral & emotional wellness services
- Generous time away from work
- Comprehensive employee recognition program
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