Sr. Technical Support Engineer

Exabeam is seeking a client-facing Designated Support Engineer with a customer-first attitude and a problem-solving mindset to support and resolve challenging and complex technical issues experienced by some of our highest-value customers. The Designated Support Engineer will work as part of the Customer Success Team as the premier technical resource to identify, manage, troubleshoot, and resolve customer facing problems while providing 'white glove services' to assist customers to achieve their security objectives. The role will interface directly with customers and engineering teams to ensure smooth and swift resolution. We solve challenging and complex problems every day, collaborate and share knowledge across the organization and innovate solutions enabling our customers to make the most of Exabeam's software (New-Scale SEIM, Exabeam Fusion, SEIM, Security log management, Security Investigation, Security Analytics)

Responsibilities:

• Be the top technical resource for the company's most valued and strategic customers
• Study customer data, environment and configuration to identify and narrow down root cause
• Perform in-depth analysis of issues to support engineering fixes and highlight common issues and trends
• Assist customers and front-line support engineers to diagnose, troubleshoot, and resolve customer issues
• Act as a technical leader and assist in the growth of other engineers through one-on-one mentoring, one-to-many education scenarios and problem-solving collaboration.
• Ability to build business relationships with key customer contacts and Technical Account Managers
• Ability to quickly identify customer issues to specific processes, services or components; and being able to conduct in-depth analysis with the engineering group effectively.
• Develop tools, scripts to automate troubleshooting activities and explore diagnostic opportunity based on monitoring/alerts
• Require to occasionally work on-call weekends or after hours (as necessary)

Requirements:

• BS/MS in Computer Science or related technical discipline
• Experience with Linux is a must
• Coding/Scripting experience (PowerShell, Python, Java etc..)
• Experience with Databases (SQL and/or NoSQL)
• Creative and critical thinking skills
• Excellent communication ability (written and spoken) to enable our customers and help with their security use cases of our platform
• Experience with using SIEM technology is a plus
• Must be able to work well independently and in a team environment.
• Must be able to work in a fast-paced technical environment and sophisticated cyber-security products with frequent product releases and updates
• Self-motivated with a strong desire to reach your potential and grow your career at Exabeam with further opportunities
• Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution
• OSI Layer / Networking knowledge (L2,3,4 and application)
• Knowledge of cloud architectures (AWS, Google, Azure) is a plus

Why Exabeam:

• Medical, Dental, Vision benefits
• FSA/HSA options
• Generous PTO and Holidays
• Parental leave
• Remote/Hybrid friendly environment
• SoFi refinancing and loan options

Base Pay Range:

$92,000 - $138,000

• Range is reflective of base pay only
• Does not include variable pay
• Base pay is dependent on experience and may vary based on geography