Customer Support Engineer - SIEM Tier 2 (Remote East Coast US)

Company Description

Anomali is headquartered in Silicon Valley and is the Leading AI-Powered Security Operations Platform that is modernizing security operations. At the center of it is an omnipresent, intelligent, and multilingual Anomali Copilot that automates important tasks and empowers your team to deliver the requisite risk insights to management and the board in seconds. The Anomali Copilot navigates a proprietary cloud-native security data lake that consolidates legacy attempts at visibility and provides first-in-market speed, scale, and performance while reducing the cost of security analytics. Anomali combines ETL, SIEM, XDR, SOAR, and the largest repository of global intelligence in one efficient platform. Protect and drive your business with better productivity and talent retention. Do more with less. Be Different. Be the Anomali. Learn more at http://www.anomali.com.

Job Description

Responsibilities:

It is the Customer Support Engineer’s responsibility to drive customer adoption of Anomali solutions into their environment. Customer success is achieved by driving initiatives designed to add business value, dissemination of best practices, fulfilling a trusted advisor role, education of product capabilities and engaging in other professional services as necessary. He/she provides guidance/direction to customers on how to best get value from Anomali products. They will help our customers achieve their technical and architectural goals, as well as, overcome challenges. He/she will be required to maintain strong working relationships with other Anomali customer facing personnel in the Sales, Services, Marketing, Engineering, and Product Management teams. 

o Complete understanding of the Anomali products

o Identify and resolve technical issues related to Anomali products, including software bugs, performance issues, and integration problems.

o Triage and Respond to customer support requests (email, phone, web-portal) as 2nd Tier

o Monitor, document and track customer reported issues and resolutions withing Anomali ticketing system.

o Proper ticket escalation routing

o Develop FAQs, HOW-TOs, tutorials and other support documentation

o Understand customer level of adoption of the Anomali products/services by performing Customer Success Evaluations/Surveys

o Derive and disseminate best practices to help drive customer adoption of Anomali products and services

o Provide product feedback to product management based on field experiences

o Acquire complete command of Anomali products (TS6, ThreatStream Link, Integrations)

o Work with the customers to ensure they are leveraging the solution and achieving success 

o Integrate Anomali with 3rd-Party applications (ArcSight, Splunk, QRadar, etc.)

o US East or Central time zone candidates open to working Eastern time zone hours

Qualifications

Required Skills/Experience:

o BSc or BA  degree in a relevant discipline (CS, EE, Security). Additional 3 years of relevant experience will be considered in lieu of degree.

o Strong project management skills

o Minimum 3 years of experience in a technical support role.

o Strong Application / Operating System / Networking troubleshooting skills

o Linux (Red Hat, Ubuntu, CentOS) to include command line, installation, and troubleshooting

o Ability to write complex regular expressions or SQL queries.

o API experience with one of the following: PostmanAPI, Newman, Knowledge of Curl, JQ, or similar

o Understanding of HTTP status codes, as well as, certificate and key authentication

o Log troubleshooting

o Working knowledge on Javascript, SQL query building and scripting languages like Perl, PHP, Python, in addition to API scripting with STIX/TAXII. 

o Strong verbal and written communication skills

o Strong technical background and ability to work with/collaborate with engineers, developers and end users

o Knowledge of enterprise level businesses and inner IT workings

o Experience in SIEM deployment, configuration, architecture and maintenance across a variety of Unix and Window platforms (Qradar, Splunk, LogRhythm, ArcSight, Security Onion, etc.), required

o Troubleshoot SIEM server problems and issues and the ability to analyze logs for all for all major applications as well as endpoints, preferred.

o Experience with EDR/XDR/Security Analytics solutions preferred

o Experience with Elk stack preferred

o East Coast location working an Eastern Tiime Zone schedule.

o On call rotation, supporting global customer base.

o Fluency in other languages is also a plus: Spanish, Portuguese, Arabic, Russian, German...

o This position is not eligible for employment visa sponsorship. The successful candidate must not now, or in the future, require visa sponsorship to work in the US.

o OnExperience in general Security Consulting a plus.

Equal Opportunities Monitoring

It is our policy to ensure that all eligible persons have equal opportunity for employment and advancement on the basis of their ability, qualifications and aptitude. We select those suitable for appointment solely on the basis of merit without regard to an individual's disability, race, religion, sex, age or sexual orientation. Monitoring is carried out to ensure that our equal opportunity policy is effectively implemented.

If you are interested in applying for employment with Anomali and need special assistance or accommodation to apply for a posted position, contact our Recruiting team at recruiting@anomali.com.