Technical Support Engineer - Tier 2 with 10K Signing Bonus

Join us to help our customers make the internet a safer place, for everyone globally. With threats to organizations growing and breach notices in the news every day, our market is growing exponentially. We need an experienced Technical Support Engineer to help our customers improve their security posture. In this role, you will have the opportunity to work with some of the largest and most security focused organizations in the world, providing technical, product focused & operational support, with the ultimate goal of creating a world class experience for our customers and contributing to the company’s mission of making the internet a safer place for all.

You are a talented, driven, and insanely curious Technical Support Engineer that is focused on helping Customers operationalize the company's product suite. You are excited to dive into all aspects of the go-to-market organization at our company to help our teams with customer calls and support, service provisioning and auditing, knowledgebase articles, and training videos. You have lots of experience providing support above and beyond the first line (Tier 2, T3 ++) and are a critical thinker capable of timely and considered issue escalation, triage and resolution.

We want a collaborative and energetic individual that can contribute to the Customer Support team and the business, excel in a dynamic environment, deliver messaging and report feedback to the product, engineering, and integration organizations as well as working to enhance the customer experience. The right candidate will display a strong sense of initiative as well as curiosity to learn more of the industry, cybersecurity space and advance their career within the company.

Requirements

• Effectively communicate the company’s product capabilities and technical context in order to assist in customers’ use and implementation of those same products and services.

• Troubleshoot or escalate issues as appropriate, in a timely manner ensuring clear and effective communication throughout the cycle of support, providing end-user assistance where required until the issue has been resolved through triage and liaising with the product, and engineering teams to deliver timely answers.

• Provision and deprovision services for Enterprise customers, working with GTM counterparts to create and adjust workflows as necessary to ensure a polished customer onboarding experience.

• Ensuring the highest levels of customer focus and collaborative working for incidents and problems that are presented and escalated as well as being the first point of contact for end users.

• Ability to provide engaging, informative, well-organized and evidential feedback where required.

• Provide customer service expertise that is an example to the rest of your team in how to deliver customer-focused service, and constantly drive improvements in the ‘customer experience'.

• Create customer-focused product training content for both internal and external audiences.

• Become a subject matter expert on Cyber Threat Intelligence, and the company’s data, as well as the competitive landscape.

• Collaborate with the company product, and engineering teams to define and test new features across all products that leverage current and emerging company datasets, resolve customer issues, and adapt to changes in new integrations versions.

• Be diligent in tracking implementations and documenting best practices and lessons learned. Contribute to documentation for both internal teams and an external audience.

• Utilize Atlassian Suite, Google Suite, Zendesk, Salesforce and internal systems to track and drive all pertinent information related to products, features, bugs, opportunities, and accounts.

• Work proficiently with minimal daily guidance.

Occasional travel may be required

Key Applicant Qualifications

• 3+ years’ experience as Customer Success, Technical Account Manager, and/or Technical Support for a SaaS Enterprise focused organization that provides online products and services.

• Thorough understanding of OSI Stack, TCP/IP, Whois & DNS.

• Proven experience with troubleshooting technical and product performance issues.

• Fast learner, adept at understanding and articulating new technologies and corresponding value propositions on the fly.

• Positive can-do attitude and tireless work ethic. Driven, self-sufficient and able to thrive and adapt to change in a very fast paced environment.

• Insanely curious. Ability to digest complex technologies and present a vision of what can be accomplished using our tools to our customers.

• Experience or familiarity in the network/cyber security industry.

• Experience with CRMs and ticketing systems, such as Salesforce, Zendesk, Jira.

• Experience working for international organizations.

• Excellent written and verbal English (US) communication skills.

• Stable, excellent internet access able to conduct smooth video calls and/or trainings with minimal network delay.

Preferred Technical Qualifications:

• Bonus points if you can demonstrate the ability to quickly acquire new skills like this.

• Good understanding of various firewall and web proxy technologies.

• Basic understanding of Operating Systems, (Windows, Mac, Linux), and web applications.

• Knowledge of TIP, SIEM & SOAR applications as well as some familiarity with the products on the market that fulfill these roles.

• Understanding of JSON / RESTful API.

• Experience supporting SSO / MFA implementations.

• Familiarity with Uni*x and shell commands.

• Experience or familiarity with the concept of OSINT.

Location: Remote

Schedule: Core working hours 9AM-3PM United States Pacific Time UTC/GMT -8

 

• At least 3 years of experience as technical support

• Ticketing systems: Utilize Atlassian Suite, Google Suite, Zendesk, Salesforce and internal systems

• Thorough understanding of OSI Stack, TCP/IP, Whois & DNS.

• Understanding of JSON / RESTful API.

• Experience supporting SSO (single sign-on) / MFA (multi-factor authentication) implementations

• Unix and shell scripting

• Operating systems they have worked on  (Windows, Mac, Linux)

• Experience or familiarity with the concept of OSINT = Open Source Intelligence (OSINT) is the collection, analysis, and dissemination of information that is publicly available and legally accessible

• Firewall and web proxy technologies

• Email/Chat/Call Support experience

 

Please answer the questions below and send it to revyl@codev.com

 

PART I: In a scale of 0-5, rank your awareness/skills on the following Technical Qualifications:
0 = no awareness or knowledge
1 = have heard the words, know the acronym
2 = could explain it to others
3 = would be able to figure it out, solve an issue with some research
4 = experience, knowledgeable, would be an escalation for others
5 = work with it daily, troubleshoot, top escalation point on issues
**Bonus points if you can demonstrate the ability to quickly acquire new skills like this.
● Good understanding of various firewall and web proxy technologies
● Basic understanding of Operating Systems, (Windows, Mac, Linux), and web
applications
● Thorough understanding of OSI Stack, TCP/IP, Whois & DNS
● Familiarity with API scripting
● Knowledge of TIP, SIEM & SOAR applications as well as some familiarity with the
products on the market that fulfill these roles
● Testing and scripting JSON / RESTful API
● Experience supporting SSO / MFA implementations
● Familiarity with Uni*x and shell commands
● Experience or familiarity with the concept of OSINT

 

PART II:
NOTE:
● 99% of this role involves writing, so these writing aspects are also being assessed in
your responses.
● Please review your responses to questions below and ensure correct grammar,
punctuation, capitalization, typos, etc.

1) Please explain in 250 words or less what happens when you enter an address (website) into
the address box of a browser. Describe what happens on your computer, on the network it is
attached to, on theInternet, and so on. Feel free to research online to help inform your
answer.
2) A customer indicates that they are experiencing an increase in brute-force login attacks on
some of their accounts. What are your recommended actions? Please respond in 250 words or
less.
3) A customer using Splunk SIEM integration platform, a service that requires access to
DomainToolsAPIs for it to function properly, submitted a support ticket that their Splunk SIEM
integration is not functioning. What research would you do to confirm the issue?
4) A customer did not receive their service-monitoring email (similar to a google news alert)
that they always receive on a daily basis. You researched and confirmed the email alert to the
customer was not sent, as the customer stated. Share the response you would send to the
internal engineering team to ask for assistance. Please limit your response to 150 words or
less.
5) Have you ever owned a domain name or managed a website? If so, is it still active?
6) What is the most recent thing you learned or were challenged by? Examples are learning to
cook or construct something? Speak or read a different language? Play or participate in a
sport? In 250 words or less, please explain how you approached this new challenge and what
you learned?