Remote Deployment and Technical Support Engineer

Summary

Join our team as a Deployment and Technical Support Engineer and be part of the growth of a successful organization. You will work with top companies and teams in the cybersecurity space, providing solutions-based support to customers and deploying, troubleshooting, and supporting the ThreatConnect product.

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

Benefits

We offer a competitive benefits package with comprehensive insurance coverage, unlimited paid time off, and unique perks designed to help you meet your financial and personal goals