[Remote] Technical Customer Support Engineer

Note: The job is a remote job and is open to candidates in USA. Vectra AI is a leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises. The Technical Customer Support Engineer will provide advanced, customer-facing support for complex technical issues, diagnose and resolve problems, collaborate with Engineering and Sales, and help improve support processes, tools, and documentation.

Responsibilities

• Working a customer-facing third-tier support queue
• Deep diagnosis of customer issues, including lab reproduction and source-code analysis
• Quantifying customer impact and prioritizing solutions both within and external to the Support team
• Engaging with both customers and the Sales organization through email, telephone and remote management sessions (e.g. WebEx, Zoom, GotoMeeting)
• Engaging with Engineering teams to provide prompt and high-quality workarounds and solutions
• Identifying, qualifying and documenting product, hardware, software and process improvements
• Developing Support processes, tools and documentation to further grow the Support organization
• Developing customer-facing content (e.g. knowledge-base, how-to guides)
• Limited on-call/out-of-hours support for weekends/national holidays
• Collaborate with your colleagues on investigations and escalations
• Being the embodiment of a team player; cross functional collaboration and communication is vital

Skills

• For this role you should be a leading Technical Support Engineer, experienced in technical support of complex technologies in challenging global environments
• You are likely to already be an expert in your field, the individual your colleagues come to for assistance and the individual that customers ask for when they're in difficult situations
• Strong experience supporting an international customer base
• At least 5 years working in a technical support and/or escalation engineer role
• Experience in diagnosis and resolution of 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 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
• Scripting/programming, especially in Python and the bash shell
• Design and understanding of enterprise and data-center networks
• Proactively identify problem areas and be responsible for driving their resolution
• Good understanding of SQL and non-SQL databases
• Good understanding of virtual environments
• Good understanding of cloud environments
• Experience in security appliances and security software
• Experience in data interchange between dissimilar systems
• Demonstrated ability to use AI-enabled tools to improve productivity, quality, decision-making, and customer outcomes-for example, ChatGPT Enterprise, Microsoft Copilot and AI-enabled analytics tools
• Comfortable using AI for practical work such as 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
• Identifies opportunities to responsibly embed AI and automation into team processes and supports adoption of approved tools

Benefits

• 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

Company Overview