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TITLE

 

Tier 3 Technical Support & Supportability Engineer

COMPANY

 

Exabeam

LOCATION

 

San Mateo, CA, US

Description

Exabeam provides security intelligence and management solutions to help organizations of any size protect their most valuable information. The Exabeam Security Intelligence Platform uniquely combines a data lake for unlimited data collection at a predictable price, machine learning for advanced analytics, and automated incident response into an integrated set of products. The result is the first modern security intelligence solution that delivers where legacy security information and event management (SIEM) vendors have failed.

 

Position Overview

 

Exabeam is looking for a Tier/Level 3 Technical Support and Supportability Engineer for our Data Lake product. This role serves as the senior technical point of contact for Data Lake within our Customer Success organization and cross-functionally, particularly with Product Management and Engineering.  You will need very deep technical skills, exceptional bedside manner with customers and colleagues and an analytic disposition. The role reports to the Sr. Manager of Support and Supportability. 

Responsibilities

Ensure all Data Lake customer issues are progressing expeditiously within the Customer Success and Engineering teams, intervening when appropriate.

Serve as the primary resource to the Customer Success team to expedite resolution of the most difficult technical issues.

Intervene proactively with the Customer Success and Engineering teams for issues that are not progressing expeditiously.

Participate in customer escalation calls, when appropriate.  Occasional onsite customer assistance expected.

Serve as the main point of contact to Engineering for escalated issues.

Serve as the main point of contact with Product Management on product roadmap and develop and execute Customer Success readiness plans for new versions and products.

Through regular analysis, provide Customer Success’s product quality and supportability improvement priorities.

In collaboration with Customer Success leadership, develop skills development plans for Support Engineers and Technical Account Managers

Qualifications

5+ years experience as Tier/Level 3 Technical Support and Supportability Engineer or Technical Product Champion, preferably with a cybersecurity technology company.

Demonstrated experience with leading resolution of complex technical issues, including orchestrating internal, cross-functional resources, interaction with multiple customer touch points.

Mastery of data analysis to provide actionable product quality and supportability improvements.

Highly approachable, collaborative disposition

Exabeam is built by seasoned security and enterprise IT veterans from Imperva, ArcSight, and Sumo Logic. We are headquartered in San Mateo, California. Exabeam is privately funded by Lightspeed Venture Partners, Cisco Investments, Norwest Venture Partners, Aspect Ventures, Icon Ventures, and investor Shlomo Kramer.

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