Vectra AI is hiring a
Technical Customer Support Engineer in Spain, Italy

Summary

The job is for a Technical Customer Support Engineer at Vectra AI, a leading innovator in real-time detection of cyber attacks. The role is remote and requires 2-3 years of technical support experience. The employee will work with a customer-facing support queue, diagnose customer issues, engage with customers and the sales organization, collaborate with engineering teams, and develop customer-facing content.

Requirements

• Experience supporting a global customer base
• Working in technical support or escalation engineer role
• Ability to communicate effectively. Preferably, in German or French as well as English
• Experience in diagnosis and resolution of complex customer technical issues
• Experience solving in Linux-based systems, their management, operation and application stacks
• Understanding of network connectivity and IP addressing and some familiarity with packet capture analysis
• Understanding of current security technologies and risks
• Basic understanding of SQL and non-SQL databases
• Able to work as part of a geographically dispersed global Support team
• Some exposure to virtual and cloud environments
• Support of cloud/SaaS Applications
• Business fluent English. and and a second language like German. or French. is required

Responsibilities

• Working a customer-facing support queue (Salesforce)
• Diagnosis of customer issues, quantifying customer impact and prioritizing solutions
• Engaging with both customers and the Sales organization through email, telephone and remote management sessions (e.g. WebEx, Teams)
• Engaging with Engineering teams to provide prompt and high-quality workarounds and solutions
• Identifying and documenting product, hardware, software, and process improvements
• Rotational on-call/out-of-hours support
• Developing customer-facing content (e.g., knowledgebase, how-to guides)
• Collaborate with your colleagues on investigations and critical issues

Preferred Qualifications

• Design and understanding of enterprise and data-center networks
• Scripting/programming, especially in Python and bash shell
• Good understanding of SQL and non-SQL databases
• Good understanding of virtual environments
• Good understanding of cloud environments
• Experience in security appliances and security software
• Experience in data interchange between dissimilar systems

Benefits

• Competitive base pay, incentive plan eligibility, and participation in the employee equity plan (stock options)
• Health care insurance
• Income protection / life insurance
• Access to retirement savings plans
• Behavioral & emotional wellness services
• Generous time away from work
• A comprehensive employee recognition program