🛠 Tech Stack

💼 About This Role

You'll join Vectra's global Support team as a third-tier technical support engineer, diagnosing complex issues with AI-driven threat detection products. You'll collaborate with customers and engineering to deliver prompt solutions and improvements, while developing support processes and customer-facing content. This role offers the chance to shape the global support organization in a fast-moving environment.

🎯 What You'll Do

• Work a customer-facing third-tier support queue.
• Diagnose issues with lab reproduction and source-code analysis.
• Engage with customers and Sales via email, phone, and remote sessions.
• Develop support processes, tools, and customer-facing content.

📋 Requirements

• At least 5 years in technical support or escalation engineer role.
• Expertise in Linux-based systems management and operation.
• Excellent understanding of TCP/IP network protocol suite including packet capture.
• Must be a U.S. Citizen.

✨ Nice to Have

• Scripting in Python or bash.
• Experience with cloud environments and SaaS applications.
• Experience in security appliances and software.

🎁 Benefits & Perks

• 💰 Competitive base pay with incentive plan eligibility.
• 📈 Equity plan (stock options).
• 🏥 Health care insurance and income protection.
• 🧘 Behavioral emotional wellness services.
• 🏖️ Generous time away from work.