Technical Escalation Engineer at Deep Instinct Inc. (Dallas, TX)

As our business is growing, we are aiming to expand our Technical team by hiring a Solution Center Engineer to provide Technical Solutions to field related issues.

 Roles & Responsibilities:

• Provide Technical Solutions and act as Escalation Focal Point to Support / PS / Sales Engineers etc. with complex issues they are handling in their dealing with our customers and potential customers:
• Provide technical troubleshooting for incoming escalated tickets from our customers, including extensive troubleshooting and root cause assessment.
• Find workarounds and solutions to customer issues
• Assist with scripts and other pro-active tasks
• Provide in-depth internal training when needed
• Work with HQ Solution Center and R&D etc.
• Provide production level DevOps assistance in dealing with issues in our services (mainly as a backup to the R&D DevOps team in handling on-going and crisis issues in US Time zones).

Requirements:

• 2-3 years of customer-facing technical support experience in Global Companies
• Demonstrable Knowledge of Microsoft Windows Internals and Linux configuration and management, troubleshooting issues relating to OS and/or product using OS resources.
• Script programming- a Must; Python experience- A-plus;
• Familiarity with Monitoring tools ELK, Influxdb, Grafana
• Demonstrated knowledge of SQL/MySQL
• Knowledge & experience working with production systems, in the cloud (AWS & GCP) and in-premise
• Excellent technical troubleshooting skills; ability to learn new technologies in-depth; work and solve problems independently while presenting confidence & professionalism.
• 2-3 years experience in Cyber Security - Endpoint cybersecurity experience is preferred; Relevant accreditation (CISSP Certification or similar) is an advantage.
• Ability to work with empathy and a sense of urgency to deliver solutions to meet customer/partner needs.
• Have a strong passion for success and a positive demeanor; Good team player; ability to enlist others in the organization (developers and others) to assist is resolving an issue. 

Please note- We are not able to sponsor visas at this time.

by via developer jobs - Stack Overflow