Red Canary · 2 days ago
Senior Technical Support Engineer (EST)
United States
Full-time
Remote
Mid, Senior Level
$100K/yr - $104K/yr
3+ years exp
Maximize your interview chancesCyber SecurityNetwork Security
Insider Connection @Red Canary
Get 3x more responses when you reach out via email instead of LinkedIn.
Responsibilities
Provide leadership and mentorship to the Technical Support team, ensuring adherence to processes and best practices
Review team members' tickets for quality, offering constructive feedback and corrective guidance as needed
Act as a trusted advisor on product functionality for customers, teammates, and third-party vendors
Oversee team workflows, ensuring timely prioritization and resolution of customer issues
Resolve complex issues by balancing customer needs, operational requirements, and root cause analysis, while assisting team members as required
Educate customers in ticket responses to maximize their product usage and share key insights with the broader team
Create, update, and share documentation to improve team knowledge and troubleshooting processes
Join customer calls to gather information, troubleshoot issues, and provide coaching to team members when needed
Collaborate with Product Management and Engineering to identify, reproduce, and resolve defects, and support the team with escalations
Identify and drive process improvement initiatives, advocating for adoption across teams and leadership
Conduct training sessions and develop learning materials to address team needs, fostering skill growth
Actively participate in on-call rotations, ensuring operational incidents are resolved effectively
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
3+ years in a technical, customer-facing role, with expertise in troubleshooting and root cause analysis across various technologies
Proficiency in Windows, macOS, Linux environments, networking (TCP/IP, DNS, SSL), and debugging tools like Wireshark
Hands-on expertise with infrastructure automation, deployment tools (e.g., SCCM, JAMF), and scripting languages like Python or Bash
Demonstrated experience in a team lead or mentorship role, with the ability to inspire and guide a technical team
Strong oversight abilities, ensuring adherence to processes, providing constructive feedback, and fostering accountability
A proactive approach to identifying team needs and delivering tailored training and development opportunities
Positive influence on team dynamics, with skills in conflict resolution and maintaining a collaborative environment
Exceptional written and verbal communication skills, ensuring clarity and professionalism in customer and team interactions
A customer-centric focus, demonstrating empathy, confidence, and the ability to navigate challenging situations
Sharp attention to detail, with the ability to identify and correct errors, ensuring high-quality outputs
Strong prioritization skills, effectively guiding team members to resolve issues efficiently and accurately
A resilient and proactive mindset, driving improvements and maintaining team morale under pressure
Preferred
Experience with third-party security agents, EDR tools, and cloud platforms such as AWS, Azure, or GCP
Benefits
Very rich benefits program
Company
Red Canary
Red Canary is a cybersecurity technology company delivering cloud based security services.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$129.85MKey Investors
Summit PartnersLegion Capital
2021-02-17Series C· $81M
2019-04-30Series Unknown· $34M
2018-05-11Series Unknown· $6.25M
Leadership Team
Brian Beyer
Co-Founder & CEO
Keith McCammon
Co-Founder & Chief Security Officer
Recent News
2024-11-15
Company data provided by crunchbase
