Deployment and Technical Support Engineer

Company BackgroundThe ThreatConnect Platform, built on an industry-leading threat intelligence platform, enables security teams to confidently forge their path to smarter security with intel-powered security operations. ThreatConnect enables the operationalization of cyber threat intelligence analysis and management, and by leveraging native automation, orchestration, and knowledge capture, it lets teams work smarter, faster, and better – together.
We offer a competitive benefits package with comprehensive insurance coverage, unlimited paid time off, and unique perks designed to help you meet your financial and personal goals.
We are committed to offering an employment experience and benefits package that enables you and your family to grow with us and share in our success. We love to recognize our employees who have gone above and beyond.
Job Description
We're looking for a talented and experienced Deployment and Technical Support Engineer who can hit the ground running in a fast-paced, quickly evolving environment. The position will report to Sr. Director of Customer Support and will provide solutions-based support to the company’s most important customers. The right candidate will bring the technical skills required to deploy, troubleshoot, and support the ThreatConnect product, related technologies, and integrations. Deployment and Support Engineers are the front lines in getting ThreatConnect customers up and running in a quick and impactful way and supporting them technically through the lifetime of the customers with ThreatConnect. Their expertise, combined with their abilities to work with various teams onsite or remotely with the customer, allows them to ensure that customer relationships start off on the right foot.

About You

• You are highly motivated and work well in a fast-paced environment.  In order to provide such an elite service, the ThreatConnect Customer Support team requires highly motivated individuals who love to tinker and solve problems as a team. 
• You are tech-savvy and love working with customers.  You want to help our clients reach their full potential with our software. Whether it is helping with a new release or working on fixing a problem, you want to be there for our clients. 
• You think of the deployment first, but are willing to step up for other technical problems. Between deployments, you’ll be responsible for providing Technical Support to reported problems by ThreatConnect customers and innovating our deployment technology alongside our growing product and customer base.
• You have excellent communications skills and a problem-solving mindset. You believe that strong communication skills, both written and oral, are just as vital as technical expertise and critical thinking ability. 

In this role, you’ll get to...

• Work remote or travel if necessary to conduct installation and configuration of ThreatConnect platform and its supporting technologies and integration
• Work within customer environments across a variety of teams (IT, networking, security/compliance, etc.) to ensure that ThreatConnect can be deployed as required in lab, QA, development, and production environments
• Work with internal stakeholders to maintain and innovate existing deployment methods, technologies, and documentation as necessary
• Stay up to date on the latest ThreatConnect platform and integration offerings as they affect deployments as well as other technologies like Linux, RDBMS, PKI, Networking
• Coordinate scheduling and availability with internal teams and external partners/customers alike
• Provide deployment-related support as necessary regarding preparations, troubleshooting, etc
• Track data to identify patterns in deployments for eventual identification of common problems, product deficiencies, and future scheduling needs
• Coordinate deployment training with internal employees, partners, and customers as appropriate
• Provide support to customers throughout installation, upgrade, and day-to-day use across a variety of browsers and operating system (Primarily Linux)
• Demonstrate a firm grasp of networking technologies (firewalls, routers, switches) and network protocols (TCP/IP, DNS, SMTP, etc.) by identifying and troubleshooting potential network issues affecting product operations
• Diagnose application behavior as communicated by customers or captured via code output, system logs, Java stack traces, etc
• Work through complex customer use cases and isolate core issues, whether they are rooted in product, technical, process, or user causesIdentify customer pain points and communicate needs with appropriate internal parties
• Contribute to the prioritization and communication of customer pain points in a timely fashion
• Work