Senior Technical Support Engineer, Red Canary
$100-104.5k
+ bonus eligibility and equity depending on experience
More information about location
SaaS threat detection and security operations
Job no longer available
SaaS threat detection and security operations
201-500 employees
Job no longer available
$100-104.5k
+ bonus eligibility and equity depending on experience
More information about location
201-500 employees
Company mission
To make security stronger, safer, and more comprehensive.
Role
Who you are
- 3+ years in a technical, customer-facing role, with expertise in troubleshooting and root cause analysis across various technologies
- Proficiency in Windows, macOS, Linux environments, networking (TCP/IP, DNS, SSL), and debugging tools like Wireshark
- Experience with third-party security agents, EDR tools, and cloud platforms such as AWS, Azure, or GCP (preferred)
- Hands-on expertise with infrastructure automation, deployment tools (e.g., SCCM, JAMF), and scripting languages like Python or Bash
- Demonstrated experience in a team lead or mentorship role, with the ability to inspire and guide a technical team
- Strong oversight abilities, ensuring adherence to processes, providing constructive feedback, and fostering accountability
- A proactive approach to identifying team needs and delivering tailored training and development opportunities
- Positive influence on team dynamics, with skills in conflict resolution and maintaining a collaborative environment
- Exceptional written and verbal communication skills, ensuring clarity and professionalism in customer and team interactions
- A customer-centric focus, demonstrating empathy, confidence, and the ability to navigate challenging situations
- Sharp attention to detail, with the ability to identify and correct errors, ensuring high-quality outputs
- Strong prioritization skills, effectively guiding team members to resolve issues efficiently and accurately
- A resilient and proactive mindset, driving improvements and maintaining team morale under pressure
What the job involves
- As a Senior Technical Support Engineer you understand that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand. Your success is measured by your ability to be an extension to our customers as well as your commitment to act with urgency, thoughtful responsiveness and the number of issues resolved
- You understand the balance between addressing immediate operational issues and root cause analysis, allowing you to deliver a phenomenal customer experience while at the same time identifying and addressing known failure modes. You consider your willingness to learn, resourcefulness, and patience as some of your strongest qualities
- Provide leadership and mentorship to the Technical Support team, ensuring adherence to processes and best practices
- Review team members' tickets for quality, offering constructive feedback and corrective guidance as needed
- Act as a trusted advisor on product functionality for customers, teammates, and third-party vendors
- Oversee team workflows, ensuring timely prioritization and resolution of customer issues
- Resolve complex issues by balancing customer needs, operational requirements, and root cause analysis, while assisting team members as required
- Educate customers in ticket responses to maximize their product usage and share key insights with the broader team
- Create, update, and share documentation to improve team knowledge and troubleshooting processes
- Join customer calls to gather information, troubleshoot issues, and provide coaching to team members when needed
- Collaborate with Product Management and Engineering to identify, reproduce, and resolve defects, and support the team with escalations
- Identify and drive process improvement initiatives, advocating for adoption across teams and leadership
- Conduct training sessions and develop learning materials to address team needs, fostering skill growth
- Actively participate in on-call rotations, ensuring operational incidents are resolved effectively
Application process
- The application deadline is December 18th, 2024
Our take
Red Canary is a leading provider of managed detection and response (MDR) services, dedicated to protecting organizations from threats across cloud workloads, identities, SaaS applications, networks and endpoints. The company offers advanced threat intelligence and 24/7 monitoring to help security teams reduce risks and respond effectively.
Recently the company introduced new features and updates to further enhance its services. The company expanded support to Amazon Web Services, Microsoft Azure, and Google Cloud Platform, and partnered with clients to modernize Security Operations Centers using Microsoft Sentinel, demonstrating Red Canary's commitment to improving security operations and maximizing existing security investments.
Red Canary's success is evident from its impressive client base and industry recognition. Protecting over 2.5M endpoints with a 99% threat accuracy and maintaining a customer satisfaction rating of around 99%. The company now plans to expand its impact to reach over 150,000 professionals through educational initiatives.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-7% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2021
$81m
SERIES C
Apr 2019
$34m
EARLY VC
Total funding: $129.9m
Company benefits
- Red Canary offers a 100% paid plan option for medical, dental and vision for you and your dependents. No waiting period
- All new hires are eligible for benefits as of their first day
- Take the time you need to recharge including vacation, sick, bereavement, jury duty, and holidays
- 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
- With 60% remote workforce, Canaries can work virtually from almost anywhere in the US
- Full base pay to bond/care for your new child
Company HQ
Union Station, Denver, CO
Leadership
Brian Beyer
(CEO)Having studied at Purdue University, they worked as a Software Development Lead at Northrop Grumman and Solidyn for almost 4 years. They left Kyrus Technology in January 2014 to co-found Red Canary.
Chris Rothe
(CTO)They started their career as an IT Specialist, before spending over 3 years at Lockheed Martin as a Software Engineer and VP of Technology at Soidyn Solutions. Following 9 months at Kyrus, they co-founded Red Canary in January 2014.
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