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TITLE

 

Escalation Engineer

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. 
 
Exabeam is the leader of user and entity behavior analytics. We deliver a complete Security Intelligence Platform that enables customers to easily collect all of their security relevant data, to accurately detect complex threats, and to effectively respond to security incidents. We exponentially increase the productivity and effectiveness of valuable security operations teams by enabling them to cut through the noise of thousands of alerts and focus immediately on high-risk user profiles and behaviors.
 
At Exabeam we don't just troubleshoot product issues or resolve bugs—we help customers solve security problems, build custom reports and visualizations, and even teach them advanced threat hunting techniques. We pride ourselves on being able to find solutions to unconventional problems. 
 
Position Overview 
Exabeam is seeking a client-facing Escalation Engineer with a problem-solving mindset to support and resolve challenging and complex technical issues experienced by some of our highest-value customers. 
 
The Escalation Engineer will work as part of the Customer Success Team as the premier technical resource to identify, manage, troubleshoot, and resolve customer facing problems. The role will interface directly with both customers and engineering teams to ensure smooth and swift resolution. 
 
We solve challenging and complex problems every day, we collaborate and share knowledge with each other and innovate solutions enabling our customers to make the most of Exabeam’s software. 

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 relationship with key customer contacts and Technical Account Managers and enhance the trust
    • Ability to quickly identify customer issues to specific process, service or component; 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

Qualifications

    • BS/MS in Computer Science or related technical discipline
    • Experience with Linux is a must
    • Coding/Scripting experience (PowerShell, Python, Java etc..)
    • Creative and critical thinking skills
    • 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

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