Senior Technical Support Engineer

Summary

Join Red Canary as a Senior Technical Support Engineer and provide leadership and mentorship to the Technical Support team. You will review team members' tickets, act as a trusted advisor on product functionality, and oversee team workflows. You will resolve complex issues, educate customers, create documentation, and collaborate with other teams. This role requires strong technical skills, experience in a customer-facing role, and the ability to lead and mentor a team. The position offers a competitive salary and bonus eligibility.

Requirements

• 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
• 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

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

Preferred Qualifications

• Experience with third-party security agents, EDR tools, and cloud platforms such as AWS, Azure, or GCP
• Hands-on expertise with infrastructure automation, deployment tools (e.g., SCCM, JAMF), and scripting languages like Python or Bash