Let’s get started
By clicking ‘Next’, I agree to the Terms of Service
and Privacy Policy
Jobs / Job page
Senior Technical Support Engineer (EST) image - Rise Careers
Job details

Senior Technical Support Engineer (EST)

Who We Are

Red Canary was founded to create a world where every organization can make its greatest impact without fear of cyber threats. We’re a cyber security company who protects, supports and empowers organizations to make better security decisions so they can focus on their mission without fear of cyber threats.


The combination of our market-defining technology and expertise prevents breaches every day and sets a new standard for partnership in the industry. We’re united in our commitment to customers and grounded in our values, which earned us a place on the Forbes Best Start-up Employers 2022 list.  If our mission resonates with you, let’s talk.


What We Believe In

- Do what’s right for the customer

- Be kind and authentic

- Deliver great quality

- Be relentless


Challenges You Will Solve

As a Senior Technical Support Engineer you understand that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand. Your success is measured by your ability to be an extension to our customers as well as your commitment to act with urgency, thoughtful responsiveness and the number of issues resolved.


You understand the balance between addressing immediate operational issues and root cause analysis, allowing you to deliver a phenomenal customer experience while at the same time identifying and addressing known failure modes. You consider your willingness to learn, resourcefulness, and patience as some of your strongest qualities.


What You'll Do
  • Provide leadership and mentorship to the Technical Support team, ensuring adherence to processes and best practices.
  • Review team members' tickets for quality, offering constructive feedback and corrective guidance as needed.
  • Act as a trusted advisor on product functionality for customers, teammates, and third-party vendors.
  • Oversee team workflows, ensuring timely prioritization and resolution of customer issues.
  • Resolve complex issues by balancing customer needs, operational requirements, and root cause analysis, while assisting team members as required.
  • Educate customers in ticket responses to maximize their product usage and share key insights with the broader team.
  • Create, update, and share documentation to improve team knowledge and troubleshooting processes.
  • Join customer calls to gather information, troubleshoot issues, and provide coaching to team members when needed.
  • Collaborate with Product Management and Engineering to identify, reproduce, and resolve defects, and support the team with escalations.
  • Identify and drive process improvement initiatives, advocating for adoption across teams and leadership.
  • Conduct training sessions and develop learning materials to address team needs, fostering skill growth.
  • Actively participate in on-call rotations, ensuring operational incidents are resolved effectively.


What You'll Bring
  • 3+ years in a technical, customer-facing role, with expertise in troubleshooting and root cause analysis across various technologies.
  • Proficiency in Windows, macOS, Linux environments, networking (TCP/IP, DNS, SSL), and debugging tools like Wireshark.
  • Experience with third-party security agents, EDR tools, and cloud platforms such as AWS, Azure, or GCP (preferred).
  • Hands-on expertise with infrastructure automation, deployment tools (e.g., SCCM, JAMF), and scripting languages like Python or Bash.
  • Demonstrated experience in a team lead or mentorship role, with the ability to inspire and guide a technical team.
  • Strong oversight abilities, ensuring adherence to processes, providing constructive feedback, and fostering accountability.
  • A proactive approach to identifying team needs and delivering tailored training and development opportunities.
  • Positive influence on team dynamics, with skills in conflict resolution and maintaining a collaborative environment.
  • Exceptional written and verbal communication skills, ensuring clarity and professionalism in customer and team interactions.
  • A customer-centric focus, demonstrating empathy, confidence, and the ability to navigate challenging situations.
  • Sharp attention to detail, with the ability to identify and correct errors, ensuring high-quality outputs.
  • Strong prioritization skills, effectively guiding team members to resolve issues efficiently and accurately.
  • A resilient and proactive mindset, driving improvements and maintaining team morale under pressure.


Targeted base salary range: $100,000 - $104,500 + bonus eligibility and equity depending on experience.


The application deadline is December 18th, 2024.


Why Red Canary?

Red Canary is where people embody our mission to improve security outcomes for all. People work hard to maintain a culture that encourages authenticity in order to do your best work. Our people are driven and committed to finding the best security outcomes, delivering real and actionable answers, and being transparent along the way. 


At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers’ security. For a full list of benefits, please review our Benefits Summary:

https://resource.redcanary.com/rs/003-YRU-314/images/RedCanary_2024BenefitsSummary.pdf?version=0


Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.

Red Canary Glassdoor Company Review
3.7 Glassdoor star iconGlassdoor star iconGlassdoor star icon Glassdoor star icon Glassdoor star icon
Red Canary DE&I Review
No rating Glassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star iconGlassdoor star icon
CEO of Red Canary
Red Canary CEO photo
Brian Beyer
Approve of CEO

Average salary estimate

$102250 / YEARLY (est.)
min
max
$100000K
$104500K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Senior Technical Support Engineer (EST), Red Canary

At Red Canary, we are on a mission to rid the world of cyber threats, and we're looking for a Senior Technical Support Engineer to join our remote team. In this pivotal role, you will be the backbone of our customer service efforts, ensuring our clients have an outstanding experience with our cybersecurity solutions. You'll be engaged in solving unique challenges, working closely with clients to troubleshoot complex technical issues while also balancing your responsibilities as a mentor for our support team. Your expertise in troubleshooting across Windows, macOS, and Linux environments, coupled with your knowledge of networking and cloud platforms, will have you diving deep into root cause analysis and operational improvements. You will help train and develop your colleagues while enhancing our processes to keep our support team sharp and efficient. If you’re passionate about providing top-tier technical support and enjoy working in a collaborative, fast-paced environment, this position at Red Canary is perfect for you. With a focus on doing right by our customers, being kind and authentic, and a commitment to quality, you’ll be proud to be a part of a company that puts its customers first. Join us at Red Canary, where your technical skills can flourish and contribute to making the world a safer place.

Frequently Asked Questions (FAQs) for Senior Technical Support Engineer (EST) Role at Red Canary
What are the main responsibilities of the Senior Technical Support Engineer at Red Canary?

As a Senior Technical Support Engineer at Red Canary, your primary responsibilities include leading and mentoring the Technical Support team, reviewing and guiding team members’ tickets for quality, acting as an advisor on product functionality, and overseeing team workflows for timely issue resolution. It's all about balancing immediate customer needs with root cause analysis while providing an exceptional experience.

Join Rise to see the full answer
What qualifications are needed for the Senior Technical Support Engineer position at Red Canary?

Candidates for the Senior Technical Support Engineer role at Red Canary should have at least 3 years of experience in a technical support or customer-facing role, along with proficiency in troubleshooting across different operating systems and networks. Familiarity with security agents, cloud platforms, and scripting languages is also preferred to effectively resolve complex issues.

Join Rise to see the full answer
How does Red Canary support the professional development of Senior Technical Support Engineers?

At Red Canary, we believe in continuous learning and development. As a Senior Technical Support Engineer, you will actively participate in training sessions, develop learning materials for your team, and identify skill gaps to provide tailored training opportunities that promote professional growth within our collaborative work culture.

Join Rise to see the full answer
What skills are essential for a Senior Technical Support Engineer at Red Canary?

Essential skills for the Senior Technical Support Engineer role at Red Canary include strong troubleshooting abilities, excellent communication skills, and a customer-centric attitude. Additionally, having a proactive approach, attention to detail, and mentorship capabilities will ensure you thrive in this position while enhancing the team's performance.

Join Rise to see the full answer
What is the salary range for a Senior Technical Support Engineer at Red Canary?

The targeted base salary range for the Senior Technical Support Engineer role at Red Canary is between $100,000 and $104,500, with bonus eligibility and equity also available based on experience. This ensures we attract and retain top talent dedicated to our mission.

Join Rise to see the full answer
Common Interview Questions for Senior Technical Support Engineer (EST)
How would you approach a complex technical issue as a Senior Technical Support Engineer?

To tackle a complex technical issue, I would first gather as much information as possible from the customer regarding the problem. I'd then replicate the issue, perform systematic troubleshooting, and balance immediate resolution with root cause analysis to ensure similar problems are prevented in the future.

Join Rise to see the full answer
Can you describe your experience with troubleshooting in various operating systems?

I have extensive experience troubleshooting across Windows, macOS, and Linux, which has provided me with a solid foundation in understanding different environments. I ensure to stay updated on their latest features and common issues to provide effective solutions quickly.

Join Rise to see the full answer
How do you ensure effective communication while resolving customer issues?

Effective communication is crucial. I make it a priority to keep customers informed about the troubleshooting process and expected resolution times. I also encourage them to ask questions, ensuring that they understand the solutions being provided.

Join Rise to see the full answer
What role does mentorship play in your approach as a Senior Technical Support Engineer?

Mentorship is essential as it not only helps junior team members grow but also strengthens the team's overall performance. I believe in providing constructive feedback and encouraging open dialogue to foster a supportive learning environment.

Join Rise to see the full answer
How do you handle conflict within a technical support team?

When conflict arises, I address it directly through open communication. I facilitate discussions so that everyone has the chance to express their viewpoints. Together, we can find common ground and work collaboratively to improve team dynamics.

Join Rise to see the full answer
What tools or techniques do you use for effective root cause analysis?

I utilize various tools such as debugging tools and logs to perform root cause analysis. Techniques like the '5 Whys' method also help break down complex issues by identifying underlying factors, which ultimately allows for better long-term solutions.

Join Rise to see the full answer
Can you discuss your experience with cloud platforms?

I have hands-on experience with various cloud platforms like AWS, Azure, and GCP. This experience includes understanding their ecosystems, integrating them into customer solutions, and troubleshooting any issues that arise in a cloud-based environment.

Join Rise to see the full answer
Describe how you prioritize workload in a fast-paced support environment.

I prioritize my workload by assessing the impact and urgency of each ticket. I ensure that critical issues are resolved first while maintaining an organized approach to not lose sight of ongoing tasks, enabling efficient service delivery.

Join Rise to see the full answer
How do you keep yourself updated with the latest technologies in cybersecurity?

I dedicate time to regularly read industry blogs, attend webinars, and participate in technical forums. Continuous learning is important in cybersecurity to stay ahead of potential threats and advancements in technology.

Join Rise to see the full answer
What makes you a perfect fit for the Senior Technical Support Engineer role at Red Canary?

My extensive experience in technical support, strong leadership skills, and a genuine passion for cybersecurity align well with Red Canary's mission. I am committed to providing unparalleled customer experiences and fostering a collaborative team environment.

Join Rise to see the full answer
Similar Jobs
Photo of the Rise User
Red Canary Remote No location specified
Posted 9 hours ago
Photo of the Rise User
Posted 8 days ago
Photo of the Rise User
Posted 5 days ago
Photo of the Rise User
Posted 2 days ago
Passion for Exploration
Dare to be Different
Customer-Centric
Diversity of Opinions
Inclusive & Diverse

Red Canary was founded to make security for every business better by protecting organizations around the world from cyber threats. Our combination of market-defining technology, processes, and expertise delivered using an innovative SaaS model is ...

38 jobs
MATCH
Calculating your matching score...
FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
December 13, 2024

Subscribe to Rise newsletter

Risa star 🔮 Hi, I'm Risa! Your AI
Career Copilot
Want to see a list of jobs tailored to
you, just ask me below!
LATEST ACTIVITY
Photo of the Rise User
24 people applied to Web Chat Representative at Netflix
Photo of the Rise User
Someone from OH, Columbus just viewed Court TV Writer at The E.W. Scripps Company
Photo of the Rise User
Someone from OH, Hamilton just viewed Miami Athletics Event Usher at Miami University
Photo of the Rise User
Someone from OH, Columbus just viewed Warehouse Associate Full Time at Micro Center
Photo of the Rise User
Someone from OH, Cincinnati just viewed Intern- Producer WTMJ at The E.W. Scripps Company
Photo of the Rise User
Someone from OH, Columbus just viewed CRE Loan Processor at Mountain America Credit Union
Photo of the Rise User
Someone from OH, Cincinnati just viewed Product Designer, FinData at AlphaSense
Photo of the Rise User
Someone from OH, Cincinnati just viewed Summer 2025 Intern - UX/UI Designer - Michigan at Stryker
Photo of the Rise User
Someone from OH, Cleveland just viewed Hourly Production Worker at Cleveland-Cliffs