Senior Technical Support Engineer

Who We AreRed Canary was founded to create a world where every organization can make its greatest impact without fear of cyber threats. We’re a cyber security company who protects, supports and empowers organizations to make better security decisions so they can focus on their mission without fear of cyber threats.
The combination of our market-defining technology and expertise prevents breaches every day and sets a new standard for partnership in the industry. We’re united in our commitment to customers and grounded in our values, which earned us a place on the Forbes Best Start-up Employers 2022 list.  If our mission resonates with you, let’s talk.
What We Believe In- Do what’s right for the customer- Be kind and authentic- Deliver great quality- Be relentless
Challenges You Will SolveAs a Senior Technical Support Engineer you understand that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand. Your success is measured by your ability to be an extension to our customers as well as your commitment to act with urgency, thoughtful responsiveness and the number of issues resolved.
You understand the balance between addressing immediate operational issues and root cause analysis, allowing you to deliver a phenomenal customer experience while at the same time identifying and addressing known failure modes. You consider your willingness to learn, resourcefulness, and patience as some of your strongest qualities.

What You'll Do

• Be a trusted advisor on product functionality for your customers, team, and third-party vendors. 
• Drive resolution of complex issues with understanding of customer needs and concerns and deeper comprehension of product and issue relation, and assist the team as needed .
• Strive to educate customers in ticket responses to ensure that they are getting the most out of our products, and ensure visibility to the greater team.
• Create, update, and share documentation based on troubleshooting and new solutions, and evolve the knowledge culture of the team.
• Join calls with customers independently to gather information, walk through issues, and act as an advisor for teammates as needed.
• Communicate with customers clearly, concisely, and professionally in both written and verbal communications
• Work with Product Management and Engineering to identify, reproduce, inform on, and resolve defects, and assist the team with escalations as needed.
• Consistently maintain timely communication with customers while maintaining case hygiene
• Participate in the team’s pager rotation, responding  to operational incidents as needed
• Respond to and resolve issues reported by internal or external customers by debugging, performing root cause analysis, and working closely with partner technical support or engineering as needed.  Advise team as needed.
• Own the maintenance, upgrades, and performance of the hosted server fleet, while striving to minimize operational incidents.  Act as the project lead when working on server maintenance.
• Identify and build process improvement opportunities, liaising cross-functionality and with leadership to gain buy-in and adoption. 

What You'll Bring

• 3-5 years in a technical facing role, troubleshooting and resolving technical issues with a wide range of technologies
• Troubleshooting experience in the following areas:
• Windows, macOS, and Linux environments
• Networking (TCP/IP, DNS, Wireshark, SSL)
• Third-party security agents, EDR preferred
• Experience in CentOS, Linux CLI, Python, Bash, Puppet, SaltStack, Terraform, Nginx, Event Forwarder, Solr and RabbitMQ performance command lines, preferred.
• Hands-on experience with VMware Carbon Black, Crowdstrike Falcon, SentinelOne, Microsoft Defender for Endpoint, Jamf Protect, and/or Elastic Endgame, and/or Palo Alto Cortex preferred. 
• Ability to deploy software (SCCM, JAMF, Batch), preferred.
• An understanding and ability to leverage infrastructure automation.
• Listening skills, with the ability to work across internal and external teams with competing priorities.
• Strong written and verbal communication skills with proven ability to initiate and manage relationships via email and phone.
• An understanding of how to prioritize and escalate customer issues to the appropriate internal team.
• An independent and self-sufficient mindset, focused on the needs of your customers and genuinely excited about forging a path forward when none exists.
• Willingness to do what’s right for the customer and be comfortable with difficult conversations.  
• A positive attitude and default to action. If you see something that may negatively impact the customer experience or team processes, you dive right in,