Training Support Engineer

Summary

Join SpecterOps as a Training Support Engineer and become a key member of the training solutions team. This remote, U.S.-based role involves serving as an escalation point for training issues, monitoring course labs, and collaborating with the Lab Engineering team on deployments. You will troubleshoot and resolve technical issues, provide support to instructors and participants, and ensure a smooth training experience. The ideal candidate is an experienced technical support professional with strong problem-solving and communication skills. A competitive salary, comprehensive benefits, and professional development opportunities are offered.

Requirements

• 3+ years of experience as a Technical Support Engineer
• 2+ years of experience with scripting languages such as PowerShell or Python
• Working knowledge of query languages and REST APIs
• 1+ years of experience with automated infrastructure and configuration technologies such as Terraform and Ansible
• Proven experience in a technical support role, preferably in a mid-career capacity
• Excellent problem-solving and troubleshooting skills
• Exceptional communication and interpersonal skills
• Ability to remain calm and composed under pressure
• Ability to work independently and collaboratively in a fast-paced environment
• Ability to quickly learn new technologies and an ongoing desire to stay current with the latest technologies
• Ability to successfully complete a criminal background investigation
• Desire to embody our core values of passionate curiosity, consistent improvement, empathy, sustainability, humility, and empowerment through transparency

Responsibilities

• Serve as the primary escalation point for instructors and participants during training sessions if self-service maintenance tasks cannot resolve an issue. Respond to and resolve technical issues, questions, and concerns related to course delivery promptly and effectively
• Monitor the health and functionality of course labs in real-time during training sessions. Proactively identify and address any technical issues that may impact the training experience
• Troubleshoot and resolve lab environment problems, including connectivity issues, software errors, and configuration problems. Collaborate with the Lab Engineering team to implement solutions and ensure smooth lab operation to proactively address future issues
• Collaborate with the Lab Engineering team to assist in the deployment of course labs. Ensure that lab environments are set up correctly and are ready for training sessions
• Provide technical support, guidance, and assistance to instructors and participants, ensuring that they have a productive and trouble-free training experience
• Serve as the primary point of contact for technical issues and training inquiries from customers
• Respond to support tickets, emails, and phone calls in a timely and professional manner
• Analyze and diagnose technical problems, providing effective and sustainable solutions
• Utilize technical knowledge and expertise to troubleshoot issues with SpecterOps Training Platform and Infrastructure
• Document and communicate troubleshooting steps and resolutions to clients and internal teams
• Develop a deep understanding of the Training Solutions products and SpecterOps services to provide accurate and effective support
• Work closely with the engineering and product management teams to escalate and resolve issues
• Provide valuable input for product improvement based on customer feedback
• Create and maintain detailed documentation on common issues, solutions, and best practices
• Contribute to the development of knowledge base articles and user guides

Preferred Qualifications

• Experience with SpecterOps products, Training Solutions, BloodHound Community Edition or BloodHound Enterprise
• Experience configuring SAML / OIDC
• Knowledge of cloud architectures, particularly AWS and OpenStack
• Experience with Cypher query language
• Knowledge of Active Directory and IT Security best practices
• Knowledge of Azure Security Fundamentals
• Basic understanding of offensive and defensive security concepts

Benefits

• Health/Dental/Vision/life insurance: 100% covered for both the employee and their family
• Flexible time off policy
• 13 paid holidays annually
• 401(k) with up to 4% company match
• Equity and quarterly bonuses based on company performance
• Remote work: $1,500 first year allowance to set up home office
• $500 annual home office allowance after first year
• $150 monthly cell phone and internet reimbursement
• $5,000 annual professional development allowance
• $5,250 towards continuing education or student loan repayment
• $1,200 annual budget for lifestyle, wellness, pet insurance and more
• A one-time $10,000 benefit towards family planning
• Open intellectual property policies; allow researchers to retain rights over open-sourced research & tools
• In person and virtual employee events throughout the year
• And of course, company swag!