Technical Support Engineer, Exabeam
West
$80-108k
2-3 days a week in office (Foster City, CA)
Cybersecurity and compliance platform
Job no longer available
Cybersecurity and compliance platform
501-1000 employees
Job no longer available
$80-108k
2-3 days a week in office (Foster City, CA)
501-1000 employees
Company mission
To empower clients to outsmart the odds by providing them with cutting-edge cybersecurity intelligence.
Role
Who you are
- 2-4 years of experience in a technical support function (knowledge of cybersecurity preferred)
- BS/MS in Computer Science or related technical discipline (CISSP or other cybersecurity certification a plus!)
- Experience with Linux
- Knowledge in the following areas is a plus: Perl and shell scripting, Docker, ELK, Hadoop, MongoDB, CentOS, Docker, Virtualization, Kafka, GCP
- Experience with Salesforce, JIRA and Datadog
- Understanding of regular expressions (Regex) and Python scripting
- Ability to isolate problems between hardware and software and provide information to appropriate development team(s)
- Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution
- Must be able to work in a fast-paced technical environment and sophisticated cyber-security products with frequent product releases and updates
- This a perfect role for a candidate that loves to delight customers, solve complex issues and drive operational and product improvements across the company!
What the job involves
- This is an individual contributor role reporting to the Director, Technical Support
- You will be focused on managing critical situations, triaging escalations from the field, executive team and any cases outside of our Service Level Agreements
- You will also be the primary liaison between Engineering, Cloud Operations to drive critical business impacting issues to resolution, surface macro trends and drive post mortem activities throughout the company
- Drive Critical Situations & Escalations Management end to end
- Provide Weekly/Monthly Reporting of Severity/Priority 1 & Ticket Escalation Trends
- Implement & Adopt Problem Management Practice, oversee root cause analysis process and post mortem activities
- Collaborate with sales and customer success teams on addressing issues to minimize renewal and expansion risks
- Collaborate with Engineering and Product Teams to prioritize key features and bug fixes to increase product quality and prevent recurrences of critical impacting issues
- Develop, own, and drive action plan for escalations, serving as the central point of contact within Support for customer escalations
- Monitor, review and report top support requests and escalations regularly and make recommendations for continuous improvement of product and processes
- Development and Execution of Get-Well Plan: Understand all aspects of the situation and develop a clear scope and get-well plan
- 100% ownership of the account escalation engagement and all activities that make up the get-well plan
- Maintain disciplined and regular communications within accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the account escalation
- Coordination with all internal subject matter experts and stakeholders, acting as the focal/decision point for all active customer activities pertaining to the account escalation
Our take
Attacks on IT infrastructure have become more frequent and more sophisticated. Factor in the unpredictable structure of data, systems, and people in modern companies and security teams certainly have their work cut out for them.
Security Information and Event Management (SIEM) companies like Exabeam provide tools that aggregate and analyze data from multiple systems to help security teams prevent cyberattacks. With its Fusion platform, Exabeam combines both SIEM and XDR (Extended Detection and Response) in a single cloud-delivered tool.
Along with competitors like IBM and Securonix, Exabeam is seen as a leader in the SIEM market, with a $2.4 billion valuation. While an IPO for the company is still somewhere on the horizon, it seems likely that cementing its market-leading position is more of a priority, and Exabeam will aim to close further strategic acquisitions and market growth before going public.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jun 2021
$200m
SERIES F
May 2019
$75m
SERIES E
Total funding: $390m
Company benefits
- Competitive health packages
- Life insurance
- Pre-tax Flexible Spending Accounts, 401(k)
- Parental leave
- Wellness and education
- Flexible vacation
Company HQ
Town Center, Foster City, CA
Leadership
Michael DeCesare
(CEO, not founder)Was previously CEO of Forescout Technologies and EVP & President of McAffee. Before that was Senior Vice President, Worldwide Field Operations at EMC and Documentum.
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