Deployment And Technical Support Engineer

Summary

Join ThreatConnect as a Deployment and Technical Support Engineer and provide solutions-based support to key customers. You will deploy, troubleshoot, and support the ThreatConnect product and related technologies. This role requires strong technical skills, excellent communication, and a problem-solving mindset. You will work remotely or travel to customer sites, collaborating with various teams to ensure successful deployments. The position involves maintaining and innovating deployment methods, troubleshooting issues, and tracking data to identify patterns. You will also coordinate training and provide ongoing support to customers.

Requirements

• Bachelor's Degree in Computer Science, Information Systems, or a similar field or related discipline OR equivalent experience
• 10+ Years experience in Information Technology with in-depth exposure to and experience in deployments and configuration of software on Linux Operating Systems
• 3+ years of customer-facing experience in the computer network security industry
• Organization skills to manage and coordinate a schedule with multiple competing stakeholders
• Excellent knowledge of a wide variety of security solutions and technologies, including deploying and troubleshooting: JBOSS/Wildfly, MySQL, Postgres, SAP HANA, Linux, Windows Server, Network architecture/implementation/configuration experience, Firewall technologies, proxy technologies
• Expert Level and thorough knowledge of Linux Operating Systems in order to be able to deploy, configure and manage server environments and troubleshoot deeper Operating System level problems
• Expert level knowledge of PKI (Public Key Infrastructure), SSL and TLS to be able to configure customer environments and troubleshoot complex issues
• Thorough understanding of Java-based Application Server environments to deploy and configure customer environments and troubleshoot problems
• Good understanding and experience of working on the Java Virtual Machine environment
• Ability to configure different RDBMS environments including high availability configurations and troubleshoot problems
• Comfortable following written technical instructions for various technologies and identifying/ pursuing fixes as needed
• Customer-facing skills to ensure proper communication when preparing, conducting, and concluding onsite deployments
• Experience supporting and troubleshooting custom enterprise software (Jira experience preferred)
• A passion for problem-solving and an eagerness to learn new technologies/ skills
• Excellent verbal and written communication skills, with the ability to discuss abstract or technical concepts
• The ability to work with internal and external parties spanning a range of positions and technical expertise
• Above average organizational skills, and a “self-starter” mentality as well as great attention to detail
• Above average time management skills and the ability to work with little supervision
• The ability to work with internal and external teams spanning a range of positions and technical expertise
• Above-average organizational skills, time management skills, and attention to detail
• A self-starter mentality with the ability to work autonomously
• The ability to diagnose issues and produce timely and effective solutions to those issues

Responsibilities

• Work remote or travel if necessary to conduct installation and configuration of ThreatConnect platform and its supporting technologies and integration
• 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
• Work with internal stakeholders to maintain and innovate existing deployment methods, technologies, and documentation as necessary
• Stay up to date on the latest ThreatConnect platform and integration offerings as they affect deployments as well as other technologies like Linux, RDBMS, PKI, Networking
• Coordinate scheduling and availability with internal teams and external partners/customers alike
• Provide deployment-related support as necessary regarding preparations, troubleshooting, etc
• Track data to identify patterns in deployments for eventual identification of common problems, product deficiencies, and future scheduling needs
• Coordinate deployment training with internal employees, partners, and customers as appropriate
• Provide support to customers throughout installation, upgrade, and day-to-day use across a variety of browsers and operating system (Primarily Linux)
• Demonstrate a firm grasp of networking technologies (firewalls, routers, switches) and network protocols (TCP/IP, DNS, SMTP, etc.) by identifying and troubleshooting potential network issues affecting product operations
• Diagnose application behavior as communicated by customers or captured via code output, system logs, Java stack traces, etc
• 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
• Contribute to the prioritization and communication of customer pain points in a timely fashion
• Work with other Customer Success and Engineering employees to implement scaling efforts (automation, new tool integrations, reporting) as required by a growing customer base

Preferred Qualifications

Experience with Atlassian JIRA

Benefits

• You get to work with one of the top companies and teams in the cybersecurity space
• You will be a part of the growth of an already successful organization
• You will be exposed to and work with Fortune 500 customers in various business domains