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TITLE

 

Technical Support Manager

COMPANY

 

Exabeam

LOCATION

 

Atlanta, GA, US

Description

Exabeam delivers next-generation security management technology that enables organizations to protect their most valuable information. The Exabeam Security Management Platform combines unlimited log data collection, advanced behavioral analytics, and automated incident response, all supported by Exabeam’s patented Smart Timelines technology that uses machine learning to track identity and behavior over time. The company’s recent industry accolades include Forbes Cloud 100, Inc. 500, and SC Awards Europe, among many other distinctions. 
 
Position Overview
 
The Customer Success Manager role is a dual purpose role.  You will be providing leadership and oversight of the growing team of front line support engineers.  Located in the Atlanta support site reporting to the Director of Customer Support this role will help develop the team to meet our growing customer base. The ideal candidate will be able to execute against the operational aspects of support as we continue to build our skills as a first class, Enterprise grade support organization.  There will be times you also provide direct support to Exabeam customers problems, troubleshooting technical issues and driving to resolution.
 
At Exabeam, we encourage growth and nurture potential. In addition to delivering success for our clients, you will contribute to projects revolving around tooling, knowledge management, our growing market place of solutions, and more.  You will join a team of engineers with deep security and data science expertise and will hone your skills related to Cyber Security and Distributed Systems running on Linux while supporting enterprise software customers.
 
We work together, we win together. Exabeam develops the skills needed to grow in your career and promotes from within. Whether it’s for a customer or a team member, we seek to make a real impact and create a valuable experience

Responsibilities

    • Exemplify Exabeam’s commitment to our customers
    • Responsible for achieving and maintaining core KPI scorecard measurements at or above stated goals (SLA, Backlog, Avg cases closed per day per analyst, Customer Satisfaction)
    • Coach, mentor, and develop staff, including overseeing new employee on-boarding and providing career development planning and opportunities.
    • Oversee systems incidents underway to ensure they progress toward resolution
    • Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround
    • Provide guidance to other Customer Success Engineers on addressing cases.  Help facilitate timely contact and follow up as well as minimize stalled cases
    • Monitoring progress of case backlog and keep them moving toward resolution through regular case reviews
    • Reproduce system issues and if necessary file bug reports, escalate cases, and provide necessary documentation needed to effectively address these ongoing issues

Qualifications

    • 3 to 5 years Experience in a Leadership role
    • Experience with Linux and comfort at the command line are must-haves
    • Demonstrated growth in career and previous experience a Senior Support engineer, Team or Technical Lead or Escalations Engineer
    • Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution
    • Superior written and verbal communication skills are a must
    • Must be able to work in a fast-paced technical environment and sophisticated cyber-security products with frequent product releases and updates
    • Knowledge in the following areas is a plus: Docker, Elasticsearch, Hadoop, MongoDB, Consul, Etcd, LDAP, AD, Networking, JVM, Systemd, rsyslog, shell scripting
    • BS/MS in Computer Science or equivalent experience

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