Sr. Technical Support & Analytics Engineer

The Sr. Technical Support & Analytics Engineer at Crogl plays a pivotal role in supporting customers by diagnosing and resolving technical issues related to deployments. This position involves creating and maintaining technical documentation and knowledge base articles, developing security operations use cases, and delivering demonstrations of Crogl's capabilities. Additionally, the engineer collaborates closely with the engineering team to handle escalations and craft new features based on customer needs.

To be considered for the Sr. Technical Support & Analytics Engineer position at Crogl, candidates should possess a Bachelor’s degree or equivalent experience in Computer Science or a related field. Key qualifications include experience with database tools like Postgres and data lakes, proficiency in Python, familiarity with cloud platforms (AWS, Azure, GCP), and a solid understanding of security operations. Knowledge of AI and machine learning in the cybersecurity context will further enhance a candidate's prospects.

Success in the Sr. Technical Support & Analytics Engineer role at Crogl hinges on strong problem-solving abilities and a genuine passion for providing support to customers. Essential skills include deep knowledge of security workflows, a solid foundation in programming with Python, and excellent communication skills to convey complex technical information to diverse audiences. Additionally, familiarity with AI and machine learning in cybersecurity is a distinct advantage.

As a Sr. Technical Support & Analytics Engineer at Crogl, collaboration is a key aspect of the role. You’ll work closely with the engineering team to address escalated technical issues, share insights that can lead to new feature development, and input on enhancing existing capabilities based on customer feedback and needs. This teamwork is vital to ensuring Crogl’s security analytics platform meets and exceeds customer expectations.

The work environment for a Sr. Technical Support & Analytics Engineer at Crogl is dynamic and remote, emphasizing flexibility and collaboration. As part of a forward-thinking company, you'll enjoy the challenges of an agile environment, where innovation is encouraged, and every day brings new opportunities to make a real difference in the field of cybersecurity. Crogl values diverse backgrounds and provides an inclusive workplace where everyone can contribute and grow.

When answering this question, focus on a specific incident where you successfully diagnosed a complicated problem. Explain the steps you took to resolve the issue, the tools or methodologies you used, and emphasize the positive outcome for the customer. Show your problem-solving skills and your dedication to customer satisfaction.

Discuss your process for gathering information and organizing it into clear, user-friendly documentation. Mention the importance of tailoring the content to meet the needs of various audiences and the ways you verify the accuracy of the information. Highlight your expertise in maintaining continuous updates on documentation as practices evolve.

Be prepared to share your experience with specific tools like Postgres, Splunk, or Databricks. Describe any projects where you utilized these tools, emphasizing your familiarity with their features and how they helped you in troubleshooting or analytics tasks. Demonstrating practical understanding will be crucial.

Mention the resources you rely on, such as blogs, webinars, online courses, or industry conferences. Emphasize your proactive approach to learning and adapting to new technologies, especially in the rapidly evolving fields of AI and cybersecurity, and how this knowledge can benefit your role at Crogl.

Provide examples of use cases you have developed in the past, focusing on the process of understanding customer needs, applying best practices, and demonstrating how your use cases align with business goals. Explain the impact your use cases had on security operations and how it improved customer outcomes.

Explain your approach to handling escalated issues, which should include patient listening, evaluating the problem meticulously, and communicating effectively with customers. Provide an example to demonstrate your capability in transforming a challenging situation into a positive experience for the customer.

Discuss your proficiency in Python and any other languages you may know. Provide insights into how you’ve used these languages to develop solutions, automate tasks, or improve processes in your previous roles. Being able to connect your technical skills directly to specific tasks at Crogl is advantageous.

Outline your strategy for prioritizing tasks, such as assessing the urgency and impact of each ticket. Describe any systems or software you use to track progress and how you ensure that high-priority cases are addressed promptly while maintaining communication with customers.

Be ready to share a specific incident where you collaborated with a team, detailing your role, the project goals, and the outcome. Emphasize your teamwork skills and the importance of communication and cooperation in achieving a common goal.

Your answer should reflect a genuine interest in Crogl's mission and values. Talk about how your skills align with the company's goals, your enthusiasm for AI and cybersecurity, and your desire to contribute meaningfully to both customer success and product improvement at Crogl.