About the Role
Title: Technical Customer Support Engineer
Location: Bengaluru, India
JobDescription:
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.
About the Role
This is a Technical Customer Support Engineer role. This position can be based in a variety of European countries. We’re looking for someone with 2-3 years of technical support experience in a customer facing role. 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 authority in your field, the individual your colleagues come to for assistance and the individual that customers ask for when they’re in difficult situations.
At a Glance
- Working a customer-facing support queue (Salesforce)
- Diagnosis of customer issues, quantifying customer impact and prioritising solutions
- Engaging with both customers and the Sales organisation through email, telephone and remote management sessions (e.g. WebEx, Teams)
- Engaging with Engineering teams to provide prompt and high-quality workarounds and solutions.
- Identifying and documenting product, hardware, software, and process improvements
- Rotational on-call/out-of-hours support
- Developing customer-facing content (e.g., knowledgebase, how-to guides)
- Collaborate with your colleagues on investigations and critical issues.
- Being the embodiment of an excellent teammate; multi-functional teamwork and communication is vital.
What Will Impress Us
- Experience supporting a global customer base
- Working in technical support or escalation engineer role
- Experience in diagnosis and resolution of complex customer technical issues
- Experience solving in Linux-based systems, their management, operation and application stacks.
- Understanding of network connectivity and IP addressing and some familiarity with packet capture analysis.
- Understanding of current security technologies and risks
- Basic understanding of SQL and non-SQL databases
- Able to work as part of a geographically dispersed global Support team
- Some exposure to virtual and cloud environments
- Support of cloud/SaaS Applications
- Business proficiency in English (another European language is desired).
Preferred
- Design and understanding of enterprise and data-centre networks
- Scripting/programming, especially in Python and bash shell
- Proven understanding of SQL and non-SQL databases
- Good understanding of virtual environments and cloud environments
- Experience in security appliances and security software
- Experience in data interchange between dissimilar systems
- Basic knowledge of: APIs, SAML and TLS