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TITLE

 

Senior Support Engineer

COMPANY

 

Exabeam

LOCATION

 

San Mateo, CA, US

Description

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.

Position Overview

This is a very dynamic leadership role where you will provide technical assistance, troubleshoot and resolve customer problems, interface with engineering on various product issues, and contribute to projects revolving around support tools, knowledge management, our growing market place of solutions, and more.
Responsibilities

Exemplify Exabeam’s service culture
Oversees support incidents underway to ensure they proress expeditiously
Mentors the support teams’ technical and client interaction skills
Serves as primary interface between support, engineering and product management for ongoing issues and longer term product support
Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround on a CentOS based environment
Reproduce customer issues and if necessary file bug reports, escalate cases to engineering, and provide necessary documentation
Qualifications

Experience with the following systems is a must: UNIX (Linux, Solaris, AIX, HP-UX), Windows, and Mac OS X
Understanding of regular expressions (Regex) and Python scripting
Knowledge in the following areas is a plus: Perl and shell scripting, XML, HTML
Experience in SOC Automation and Insider Threat Analysis a plus
Be able to isolate problems between hardware and software and provide information to appropriate development team(s)
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 support a product with frequent product releases and regular maintenance updates

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