Professional Technical Support Engineer

Alert Logic has sparked change in the cybersecurity world. As the industry's first MDR provider, we protect organizations 24/7 and ensure they have the most effective response to resolve whatever threats may come. Our customers are winning, our business is growing, and our employees are innovating as they expand their careers. Our journey requires more great people, so we are hiring across the company, into what we call the "First Team." If you are energized by a culture with a mission to eliminate the constant fear of impact from cyber threats and attacks, come join us at Alert Logic!

Alert Logic is seeking a Professional Technical Support Engineer to join our team! You will join some of the industry's brightest minds that provide our customers and partners with security value and outcomes. The Technical Support Team works closely with our customers, providing technical and product support in a prompt efficient, and friendly manner. This role will allow the right candidate to grow and develop their skills in a supportive environment where they are able to influence change, and take control of their career path.

Continuing to build on a good working knowledge of the Alert Logic products and services, and the 3rd party tools and technologies that their customers interact with, as well as customer relationship management skills, the Professional Technical Support Engineer will be well positioned to understand the customers' business goals and carry out the required tasks to deliver an appropriate solution.

Purpose:

• To act as the initial point of contact for incident (ITIL), change, and request cases submitted by internal and external customers to the Support team for first touch resolution by following documented procedures.
• To act as a Customer Ambassador, providing basic technical product support advice to customers and team members.
• To monitor virtual and physical appliances for health and performance, attempting initial remediation of alarms and appliance issues.
• To provide collaborative support to the wider Support Operations team.
• To review and identify improvements to current knowledge base articles (KBAs), standard operating procedures (SOPs) and operational processes for the benefit of our customers and internal teams.
• To work closely with our customers and internal teams to provide detailed and meaningful analysis and response for product issues.
• To work with Technical Solutions Team colleagues and other technical teams to ensure that customer queries are addressed promptly and according to Standard Operating Procedures, Customer Management Processes, and always with the intent to provide World Class Customer Service.

Responsibilities:

• Communicate directly with end customers and partners; set clear expectations how often updates to a case will be received.
• Follow defined escalation paths to ensure proper issue resolution.
• Demonstrate ownership of customer issues.
• Effective communication of information relating to Customers and operational delivery between shift teams.
• Engage, liaise with and support Alert Logic customers to overcome and resolve service impacting issues and challenges experienced with the use of Alert Logic products and services.
• Identify improvement opportunities relating to customer experience and security value, or internal operational efficiency.
• Resolve technical issues by communicating your analysis to our customers in a timely fashion and in accordance with customer specifications.
• Have a good understanding of Alert Logic products and services, in addition to having industry recognized skills relating to information security, Linux, Windows and Networking.
• Escalate high-priority technical issues by communicating your analysis to our customers in a timely fashion and in accordance with customer specifications.
• Provide guidance and training to customers through pre-arranged virtual meetings.
• Identify improvement opportunities relating to customer experience, or internal operational efficiency

Required Skills and Experience:

• 1 - 3 years of relevant experience in a customer-facing technical engineer/support role
• Experience with incident management tracking systems (case or issue/ticket management)
• Working knowledge of network configuration and troubleshooting
• Attention to detail in documenting information and ability to show ownership of follow through in customer resolutions
• Good understanding of Windows or Linux based operating systems/administration
• Good understanding of logging and data formats like XML, JSON & Syslog, web servers like IIS, Apache & NGINX
• Good understanding of network protocols like TCP/IP, DNS, HTTP, HTTP/s, TLS/SSL
• Understanding of scripting languages such as: Java, Bash, Perl, Python, PowerShell
• Understanding of security best practices related to Cloud, operating systems, and networks
• Instinctual ability to troubleshoot technical problems
• Strong written and verbal communications skills
• Strong presentation skills
• Comfortable combining technical expertise and customer facing skills to achieve customer goals
• Excellent telephone manner
• Ability to follow process documentation

Preferred Skills and Experience:

• Good understanding of compliance frameworks like PCI, HIPAA, SOX, GLBA or NIST is a plus
• Understanding of automation tools such as: Cloud Formation Templates, Chef, Puppet, Ansible
• Working knowledge with data center infrastructure like physical server and networking platforms, VMWare or IaaS in public clouds such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud