Senior 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 DescriptionWe're looking for a talented and experienced Senior Technical Support Engineer who can hit the ground running in a fast-paced and quickly evolving environment. The position will report to the 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. Support Engineers are the front line in getting and keeping ThreatConnect customers up and running in a quick and impactful way and support them technically through the lifetime of the customers with ThreatConnect. This Engineer's expertise, combined with their ability to work with various teams onsite or remotely with the customer, allows them to ensure that customer relationships start off on the right foot and are sustained for the long haul.
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 and individually alike. 
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, working on diagnosing and fixing a complex technical problem with the software or with the customer’s infrastructure, or proposing a better way to customize and use the products, you want to be there for our clients.
You think of Technical Customer Support first, but are willing to step up for other technical needs. Between debugging and solving complex technical problems with the software and the customer’s infrastructure, you are ready to step up for other needs. The needs may include debugging a deployment or stepping up and deploying the latest version of the software for a customer in a linux based environment if it is a need of the time and situation.
You have excellent communication skills and a problem-solving mindset. You believe that strong written and oral communication skills are just as vital as technical expertise and critical thinking ability. 

In this role, you’ll get to…

• Provide support to customers throughout installation, upgrade, and day-to-day use across a variety of browsers and operating systems (Primarily Linux)
• Demonstrate a firm grasp of networking technologies (firewalls, routers, switches) and network protocols (TCP/IP, DNS, SMTP, etc.), Databases, and other third-party components (e.g. Splunk) by identifying and troubleshooting potential issues affecting product operations
• Diagnose application behavior as communicated by customers or captured via code output, system logs, Java stack traces, Thread Dumps, etc.
• 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
• Coordinate scheduling and availability with internal teams and external partners/customers
• Work through complex customer use cases and isolate core issues, whether they are rooted in product, technical, process, or user causes
• Identify customer pain points and communicate needs with appropriate internal parties
• Articulate and submit product feedback to the Product Management team based on customer needs
• Contribute to the prioritization and communication of customer pain points in a timely fashion
• Work with other Customer Success, DevOps, and Engineering teams to implement scaling efforts (automation, platform performance diagnosis, proposing infrastructure scaling to address performance issues) as required by our customer base
• Stay up to date on the latest ThreatConnect platform, integration offerings, and features
• Work remotely or travel if necessary to debug and solve complex problems with the software and customer’s infrastructure