Senior Technical Support Engineer

Exabeam is a global cybersecurity leader that delivers AI-driven security operations. The company was the first to put AI and machine learning in its products to deliver behavioral analytics on top of security information and event management (SIEM). Today, the Exabeam Security Operations Platform includes cloud-scale security log management and SIEM, powerful behavioral analytics, and automated threat detection, investigation and response (TDIR). Its cloud-native product portfolio helps organizations detect threats, defend against cyberattacks, and defeat adversaries. Exabeam learns normal behavior and automatically detects risky or suspicious activity so security teams can take action for faster, more complete response and repeatable security outcomes.

Detect. Defend. Defeat. Learn how at www.exabeam.com.

Exabeam is looking for a Senior Technical Support Engineer to join the Support Team. This is an individual contributor role reporting to the Director, Technical Support. You will be focused on managing critical situations, triaging escalations from the field, executive team and any cases outside of our Service Level Agreements.

You will also be the primary liaison between Engineering, Cloud Operations to drive critical business impacting issues to resolution, surface macro trends and drive post mortem activities throughout the company. This a perfect role for a candidate that loves to delight customers, solve complex issues and drive operational and product improvements across the company!

This is a hybrid role with 2-3 days required at our Foster City, CA HQ.

Responsibilities:

• Drive Critical Situations & Escalations Management end to end

• Provide Weekly/Monthly Reporting of Severity/Priority 1 & Ticket Escalation Trends

• Implement & Adopt Problem Management Practice, oversee root cause analysis process and post mortem activities

• Collaborate with sales and customer success teams on addressing issues to minimize renewal and expansion risks

• Collaborate with Engineering and Product Teams to prioritize key features and bug fixes to increase product quality and prevent recurrences of critical impacting issues

• Develop, own, and drive action plan for escalations, serving as the central point of contact within Support for customer escalations

• Monitor, review and report top support requests and escalations regularly and make recommendations for continuous improvement of product and processes

• Development and Execution of Get-Well Plan: Understand all aspects of the situation and develop a clear scope and get-well plan

• 100% ownership of the account escalation engagement and all activities that make up the get-well plan

• Maintain disciplined and regular communications within accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the account escalation.

• Coordination with all internal subject matter experts and stakeholders, acting as the focal/decision point for all active customer activities pertaining to the account escalation

Requirements:

• 5-7+ years of experience in a technical support function (knowledge of cybersecurity preferred)

• BS/MS in Computer Science or related technical discipline (CISSP or other cybersecurity certification a plus!)

• Experience with Linux

• Knowledge in the following areas is a plus: Perl and shell scripting, Docker, ELK, Hadoop, MongoDB, CentOS, Docker, Virtualization, Kafka, GCP

• Experience with Salesforce, JIRA and Datadog

• Understanding of regular expressions (Regex) and Python scripting

• Ability 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

• Must be able to work in a fast-paced technical environment and sophisticated cyber-security products with frequent product releases and updates

Base Pay Range:

$119,000-$149,500

• Range is reflective of base pay only

• Does not include variable pay

• Base pay is dependent on experience and may vary based on geography

Why Exabeam:

• Medical, Dental, Vision benefits

• FSA/HSA options

• Generous PTO and Holidays

• Parental leave

• Remote/Hybrid friendly environment

Exabeam is privately funded by Blue Owl Capital, Lightspeed Venture Partners, Cisco Investments, Norwest Venture Partners, Acrew Capital, Icon Ventures, and investor Shlomo Kramer. For more information visit https://www.exabeam.com or follow us on LinkedIn and Twitter.

In connection with your application and communications with Exabeam, we will have access to some of your personal information. We have technical and organizational measures in place to ensure this information is protected. For more information about how we use and/or protect your personal information, including the categories of information collected, categories of use, and purpose of use, is available on our Privacy Policy at https://www.exabeam.com/legal/privacy-policy/.