Red Canary is hiring a
Technical Support Engineer

Summary

The job is for a Technical Support Engineer at Red Canary, a cybersecurity company. The role involves troubleshooting and resolving technical issues for customers, creating and updating documentation, communicating with customers effectively, and working with Product Management and Engineering to identify and resolve defects.

Requirements

• 3 years in a technical facing role, troubleshooting and resolving technical issues with a wide range of technologies
• Troubleshooting experience in the following areas: Windows, macOS, and Linux environments, Networking (TCP/IP, DNS, Wireshark, SSL), Third-party security agents, EDR preferred
• Experience in CentOS, Linux CLI, Python, Bash, Puppet, SaltStack, Terraform, Nginx, Event Forwarder, Solr and RabbitMQ performance command lines, preferred
• Hands-on experience with VMware Carbon Black, Crowdstrike Falcon, SentinelOne, Microsoft Defender for Endpoint, Jamf Protect, and/or Elastic Endgame, and/or Palo Alto Cortex, preferred
• Ability to deploy software (SCCM, JAMF, Batch), preferred
• An understanding and ability to leverage infrastructure automation
• Listening skills, with the ability to work across internal and external teams with competing priorities
• Strong written and verbal communication skills with proven ability to initiate and manage relationships via email and phone
• An understanding of how to prioritize and escalate customer issues to the appropriate internal team

Responsibilities

• Be a trusted advisor on product functionality for your customers and third-party vendors
• Drive resolution of complex issues with understanding of customer needs and concerns and deeper comprehension of product and issue relation
• Strive to educate customers in ticket responses to ensure that they are getting the most out of our products
• Create, update, and share documentation based on troubleshooting and new solutions
• Join calls with customers independently to gather information, walk through issues, and connect with customer
• Communicate with customers clearly, concisely, and professionally in both written and verbal communications
• Work with Product Management and Engineering to identify, reproduce, inform on, and resolve defects
• Consistently maintain timely communication with customers while maintaining case hygiene
• Participate in the team’s pager rotation, responding to operational incidents as needed
• Respond to and resolve issues reported by internal or external customers by debugging, performing root cause analysis, and working closely with partner technical support or engineering as needed
• Own the maintenance, upgrades, and performance of the hosted server fleet, while striving to minimize operational incidents

Preferred Qualifications

A positive attitude and default to action

Benefits

• 100% Paid Premiums: Red Canary offers a 100% paid plan option for medical, dental and vision for you and your dependents. No waiting period
• Health & Wellness - Access to mental health services, Employee Assistance Program and additional programs to incentivize healthy habits
• Fertility Benefits: All new hires are eligible for benefits as of their first day
• Flexible Time Off: Take the time you need to recharge including vacation, sick, bereavement, jury duty, and holidays
• Paid Parental Leave- Full base pay to bond/care for your new child
• Pre-Tax Plans - Red Canary offers a variety of plans to fit you and your dependent specific needs including FSA, HRA and HSA, with employer funding to offset out of pocket health care expenses
• Flexible Work Environment- With 60% remote workforce, Canaries can work virtually from almost anywhere in the US