Technical Support Engineer
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Job Description
Technical Support Engineer at Expel ensuring customers’ security technologies are properly configured. Collaborating with teams for onboarding and providing timely support.
Responsibilities:
- Ensure that customers’ security technologies and Expel technology are configured correctly and operating properly
- Respond quickly to support tickets based on their priority and provide thorough and accurate resolution
- Consult with customers on solutions, share best practices, monitor technical implementation, and troubleshoot problems
- Work closely with Expel customers and others within Expel to ensure a quick, painless, and complete onboarding
- Identify and escalate opportunities for the TSE team to be more proactive in the support
- Stay current with the industry and Expel product knowledge
- Assist with gathering, analyzing and reporting out on team performance metrics
- Rotate on-call duties for support outside of regular business hours
Requirements:
- 2+ years of professional experience in support roles (e.g. IT support)
- at least 1 year of experience working with security technologies used for detection and response
- Familiarity with the purpose and functionality of detection and response tools both on-prem and cloud (e.g., familiarity with EDR, NDR, SIEMs, CASB etc.)
- Solid understanding of command line and API functionality across a variety of security products, platforms, and cloud environments
- Practiced complex technical problem solving and methodical troubleshooting skills.
Benefits:
- unlimited PTO (which we model and encourage)
- work location flexibility
- up to 24 weeks of parental leave
- excellent health benefits
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