Technical Support Engineer (Central/Mtn)
Company: Vectra
Location: San Jose
Posted on: May 3, 2025
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Job Description:
Vectra is the leader in AI-driven threat detection and response
for hybrid and multi-cloud enterprises.
The Vectra AI Platform delivers integrated signal across public
cloud, SaaS, identity, and data center networks in a single
platform. Powered by patented Attack Signal Intelligence, it
empowers security teams to rapidly prioritize, investigate and
respond to the most advanced cyber-attacks. With 35 patents in
AI-driven threat detection and the most vendor references in MITRE
D3FEND, organizations worldwide rely on the Vectra AI to move at
the speed and scale of hybrid attackers. For more information,
visit www.vectra.ai.Why Vectra AI?
Vectra AI is the leading innovator in real-time detection of
in-progress cyber attacks. The Vectra Cognito platform continuously
monitors customer environments to automatically detect any phase of
an on-going cyber attack. Vectra AI won the Best of Black Hat Award
for "Most Innovative Emerging Company" and the SC Award "Best
Customer Service".
Our culture is centered around three core values - customer first,
no drama teamwork and acting with integrity. At Vectra, we love to
solve hard problems and embrace people who relish that. We also
love people who are passionate, irreverent and focus on delivering
results.
You are expected to be different from the norm, to excel in your
field and be willing to share your experiences and creativity with
the global organization. You are expected to challenge the status
quo.
If you care about building great customer experiences, like to
stretch, do not take no for an answer and are great to work with,
this is your home.
Joining the organization at this time will allow you to develop the
dynamics which will shape the global support organization. Joining
now offers future career opportunities in a fast moving
environment.
Position Overview
For this role you should be a leading Technical Support Engineer,
experienced in technical support of complex technologies in
challenging global environments. As part of the Support team you
will be responsible for ensuring that the customer experience
remains positive throughout the lifecycle of their support
interactions.
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.
Specific responsibilities will include:
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.
Required Experience
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.
Must be a U.S. Citizen
Desired Experience
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.
Our competitive total rewards package includes cash compensation
within the range provided below. Actual pay for this position may
vary based on the hired candidate's location, experience and
relevant incumbent pay position.Vectra Total Rewards$75,000-$90,000
USDVectra provides a comprehensive total rewards packagethat
supports the financial, physical, mental and overall health of our
employees and their families. Compensation includes competitive
base pay, incentive plan eligibility, and participation in the
employee equity plan (stock options). Specific benefits offered
varies by location, but commonly include health care insurance,
income protection / life insurance, access to retirement savings
plans, behavioral & emotional wellness services, generous time away
from work, and a comprehensive employee recognition program.
Vectra is committed to creating a diverse environment and is proud
to be an equal opportunity employer.
We are committed to equal employment opportunity regardless of
race, color, ancestry, religion, sex, national origin, sexual
orientation, age, citizenship, marital status, disability, gender
identity or Veteran status.
Keywords: Vectra, Brentwood , Technical Support Engineer (Central/Mtn), Engineering , San Jose, California
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