Technical Customer Support Engineer, Vectra AI
Plus employee equity plan (stock options)
Using AI to detect cyber threats
Be an early applicant
Using AI to detect cyber threats
501-1000 employees
Be an early applicant
Plus employee equity plan (stock options)
501-1000 employees
Company mission
To make the world a safer and fairer place by using AI to see and stop threats before the become breaches.
Role
Who you are
- We're searching for someone who is likely to already be an expert in your field, the individual your colleagues come to for assistance and the individual that customers ask for when they're in difficult situations
- Proven experience solving in Linux-based systems, their management, operation and application stacks
- Understanding of TCP/IP network protocols including packet capture analysis
- Experience working in a technical support or escalation engineer role
- Experience in diagnosis and resolution of complex customer issues
- Understanding of current security technologies and risks
- Proven understanding of SQL and non-SQL databases
- Work as part of a geographically dispersed global Support team
- Initiative to proactively identify new issues and drive their resolution
- Some exposure to virtual and cloud environments
- Support of cloud/SaaS Applications
- Verbal and written business-fluency in English
- Scripting/programming experience in especially Python and the bash shell
- Design and understanding of enterprise and data-center networks
What the job involves
- Vectra is looking for a Technical Customer Support Engineer role with technical support experience
- This person will be responsible for ensuring that the customer experience remains positive throughout the lifecycle of their support interactions
- Working on a customer-facing support queue
- Deep diagnosis of customer issues, including lab reproduction and source-code analysis
- Quantifying customer impact and prioritising solutions both within and external to the Support team
- Engaging with both customers and the Sales organisation through email, telephone and remote management sessions
- Engaging with Engineering teams to provide prompt and high-quality workarounds and solutions
- Identifying, qualifying and documenting product, hardware, software and process improvements
- Developing Support processes, tools and documentation to further grow the Support organisation
- Developing customer-facing content (e.g. knowledge-base, how-to guides)
- Rotational on-call/out-of-hours support
- Collaborate with your colleagues on investigations and critical customer issues
- Being the embodiment of a great teammate; multi-functional teamwork and communication is vital
Our take
With the increasing advancement of technology, the need to keep our data safe and secure has never been greater. With cyber-attacks on the rise, companies are looking for ways to deter this problem.
Vectra AI has developed an AI-driven cyber security platform that detects attacker behaviors regardless of location. The company continuously creates unique algorithm models for a host of current and new threat scenarios. What sets it apart from its competitors is the fact that its AI platform excels in detecting, clustering, prioritizing, and anticipating attacks. Alerts uncover attacker methods in action and are correlated across customer environments to expose real attacks.
Vectra AI has seen considerable global growth through its continued focus on platform innovation. Its expansion into new markets and locations has firmly established it as one of the top (award-winning) cybersecurity options on the market.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 10 rounds)
Apr 2021
$130m
SERIES F
Jun 2019
$100m
SERIES E
Total funding: $352.3m
Company benefits
- Vectra is proud to offer competitive benefits plans and comprehensive wellness programs for employees and their families (Varies by Country)
- Unlimited PTO
- Healthcare Packages
- Global Wellness Days
- Employee Assistance Programs
- Parental Leave
- Fertility Assistance
Company values
- Customer First - We consistently put customers first and care deeply about their success. This is where trust comes from, which is essential in everything we do
- Integrity - We conduct business with integrity and don’t ignore it when the pressure is on. Passion plus integrity enables excellence to shine through naturally
- No Drama Teamwork - We engage in lively and challenging debates and have the courage to be open-minded and change our views. This is how Vectra ensures customer success
Company HQ
West Valley, San Jose, CA
Articles
Leadership
Hitesh Sheth
(President & CEO)Former COO of Aruba Networks.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 17 more jobs at Vectra AI