Technical Customer Support Engineer

Vectra® is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises.

The Vectra AI Platform delivers integrated signal across public cloud, SaaS, identity, and data center networks in a single platform. Powered by patented Attack Signal Intelligence, it empowers security teams to rapidly prioritize, investigate and respond to the most advanced cyber-attacks. With 35 patents in AI-driven threat detection and the most vendor references in MITRE D3FEND, organizations worldwide rely on the Vectra AI to move at the speed and scale of hybrid attackers. For more information, visit www.vectra.ai.

About the Role

Vectra is looking for a Technical Customer Support Engineer, who works alongside their colleagues in a hybrid model from the Dublin office. This role is vital to ensure the customer experience remains positive throughout the lifecycle of their support interactions. We're searching for someone who is capable in their field, who is eager to learn and develop within their role and expand their level of expertise and love to collaborate and share their knowledge with the team. If you enjoy being the go to person for customers and your colleagues alike, this position is waiting for you!

At a Glance

• 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

What Will Impress Us

• 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

Sounds like this could be a match? We are looking forward to receiving your application!

Vectra provides a comprehensive total rewards package that supports the financial, physical, mental and overall health of our employees and their families. Compensation includes competitive base pay, incentive plan eligibility, and participation in the employee equity plan (stock options). Specific benefits offered varies by location, but commonly include health care insurance, income protection / life insurance, access to retirement savings plans, behavioral & emotional wellness services, generous time away from work, and a comprehensive employee recognition program.

Vectra is committed to creating a diverse environment and is proud to be an equal opportunity employer.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.