Customer Support Engineer
: Job Details :

Company : ThreatConnect

Job Location : London, England, gb

Posted on : 2021-04-06

Job Description :

Company BackgroundThreatConnect, Inc.
provides cybersecurity software that reduces complexity for everyone, makes decision making easy by turning intelligence into action, and integrates processes and technologies to continually strengthen defenses and drive down risk.
Designed by analysts but built for the entire team (security leadership, risk, security operations, threat intelligence, and incident response), ThreatConnect’s decision and operational support platform is the only solution available today with cyber risk quantification, intelligence, automation, analytics, and workflows in one.
To learn more, please visit www.
We offer a competitive benefits package with comprehensive insurance coverage, 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 to share in our success.
We love to recognize our employees who have gone above and beyond, and offer incentives like quarterly awards, employee bonuses, and referral programs, and team-building outings.
Job DescriptionThe Software Engineer, Customer Support will join our Customer Success team, which focuses on allowing our customers to build some of the most sophisticated Threat Intelligence operations in the world.
The position will report to the Director of Customer Support and will provide top-tier Engineering support to the company’s growing list of important customers.
About YouYou are highly motivated and work well in a high-paced environment.
 In order to provide such an elite service, the ThreatConnect Customer Success team requires highly motivated individuals who love to tinker and solve problems as a team.
You are a strong Software and Systems Engineer and love working with customers.
 This service requires the ability to understand and troubleshoot a wide range of customer issues, from usability questions and technical configuration issues to complex system and software-related challenges.
The right individual will be able to log and update cases, inform customers of case status, and provide solutions as they become known.
They will also be responsible for identifying and addressing gaps in customer understanding by growing the documentation, knowledge base, and training materials as appropriate.
You are a great collaborator and great at multitasking and pivoting when needed.
 Engineers will collaborate internally across Sales, Product Management, Software Development Teams, and Customer Success to identify timely solutions to customer problems.
They must also work with customers’ Analysts, Engineers, Management, and other staff to understand issues, troubleshoot in a variety of environments, and convey solutions effectively.
You have excellent communication skills.
 Strong communication skills, both written and oral, are just as vital as technical expertise and critical thinking ability.
Roles and ResponsibilitiesProvide support to customers throughout installation, upgrade, and day-to-day use across a variety of browsers and operating system (Primarily Linux/Windows)Demonstrate a firm grasp of networking technologies (firewalls, routers, switches) and network protocols (TCP/IP, DNS, HTTP, SMTP, etc.
) by identifying and troubleshooting potential network issues affecting product operationsDiagnose application behavior as communicated by customers or captured via code output, system logs, Java stack traces, and etc.
Work through complex customer use cases and isolate core issues, whether they are rooted in product, systems (operating systems, primarily Linux and infrastructure including network components), processes (and workflows), and customer use casesIdentify customer pain points and communicate needs with appropriate internal teams to implement and deploy a solutionContribute to the prioritization and communication of customer pain points in a timely fashionWork with other Customer Success employees to implement scaling efforts (automation, new tool integrations, reporting) as required by a growing customer baseThings You Might DoWork with customers to understand their problems and solve themWork with several ThreatConnect teams to debug problems and find and implement solutions for customersHelp deployment teams if there are problems and also do deployments yourselfBe a part of an On-Call Support rotationIn This Role, You'll Get ToTake in Support Tickets from customers in the Support Desk Portal or telephone calls (for outages)Analyze systems and software issues using logs sent by customers or internal systems teamsReproduce issues faced by customersGet on a video call with customers to understand problems, triage/debug the product installations and propose/implement solutions to resolve their problemsWork with Internal Engineering and Product Management teams to debug problems and find/implement/negotiate solutions for customer installationsHelp customer deployment teams with challenges faced during initial deployments or software upgrades1-3-6-12 Month PlanOn day one we'll expect you to.
Focus on learning the ThreatConnect product and functionalityShadow Senior teammates to understand the workings of the role and to help them solving customer problemsHave the ability to diagnose customer issues based on logs and Stack Traces sent by customersCommunicate within ThreatConnect and outside of ThreatConnect to understand problems, plan, and negotiate solutionsAt 3 months we’ll expect you to…Have a reasonable understanding of ThreatConnect productAble to help customers with functionality related questions and problems with other team members or independentlyAt 6 months we’ll expect you to.
Have a deeper level understanding of ThreatConnect ProductAble to get on Video calls with customers to triage and debug issues and propose and implement solutions independentlyAt 12 months we’ll expect you to.
Have an end to end understanding of ThreatConnect productBe able to lead an investigation or manage a Priority 1 incident call with ThreatConnect’s top tier customers, independentlyWhat Separates The Best From The Rest.
Energetic and Self-StarterAn inherent ability to multitaskAn attitude to thrive under a dynamic environment and a passion to create order out of chaosTeam CultureOur Team has a deep-rooted culture of collaborationConstant and honest communication, passion to jump in and help each other, understanding the differences among people and use them as an advantage, respect, and accommodation for each other and flexibility are the cornerstones of our team cultureSpread across various States in the US and EuropePassionate about customer serviceA close-knit team that believes in collaboration, respect, and helping/supporting each otherWhy This Job Is AwesomeYou get to work with one of the top companies and teams in the Cyber Security spaceBe part of the growth of an already successful organizationGet to work with Fortune 500 customers in various business domainsRequired QualificationsAt least 3-5 years supporting customers in the computer network security industryDeep understanding of operating systems (Linux), network concepts and protocols (e.
DNS, HTTP, TCP/IP, and security concepts), and application runtime environments e.
Java Virtual Machines and/or PythonExperience with Relational Database Systems (e.
MySQL, Postgres, HANA)Experience supporting and troubleshooting custom enterprise software- Atlassian JIRA experience preferredA passion for problem-solving and an eagerness to learn new technologies/skillsExcellent verbal and written communication skills, with the ability to discuss abstract or technical conceptsThe ability to work with internal and external teams spanning a range of positions and technical expertiseOrganizational skills, and a “self-starter” mentality as well as high attention to detailTime management skills and the ability to work with little supervisionDesired SkillsAbility to problem solve and diagnose issues and provide a timely and effective solutionBachelor's Degree in Computer Science or related field, or equivalent experienceExperience with Cyber Security Fundamentals and ProductBenefits23 days of paid time off plus public holidaysGlobal health insurance through United HealthcarePension planLife insuranceIncome protection

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