Senior Technical Support Engineer

  Paramedical Vacancy

Job title: Senior Technical Support Engineer

Company: Mandiant

Job description: Company Description

Trellix is a global company redefining the future of cybersecurity. The company’s open and native extended detection and response (XDR) platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Trellix’s security experts, along with an extensive partner ecosystem, accelerate technology innovation through machine learning and automation to empower over 40,000 business and government customers. More at https://trellix.com.

Job Description

The Role:

As a Senior Technical Support Engineer will be responsible for offering technical support to customers regarding the more involved system configuration and implementation problem scenarios.

What You Will Do:

  • Be responsible for documenting cases to reflect the actions taken, informing customers of problem status and providing solution(s) or workarounds as developed in a professional timely fashion, over the lifetime of the support request.
  • Understand customer systems and configurations, analyze the more technically difficult problems, identify defects and recommend solutions.
  • Work closely with customers and engineers, as well as the Account teams. Setting customer expectations appropriately and accurately is also a requirement.
  • Take ownership of customer issues when escalated by customers, management. Drive to resolve issues effectively, escalating cases to development teams where necessary.
  • Work closely with engineering to develop workarounds to issues and suggest product changes to accommodate customer needs, as well as mentor and provide technical guidance to the more junior members of the Technical Support team. Development of support tools is also within these functional responsibilities.
  • Identify potential product/process weakness, research potential fixes with relevant internal teams and management.
  • Expect to spend approximately 80% of time troubleshooting customer issues.

In addition, you will also handle other duties that commensurate with your role and the company needs. The Senior Technical Support Engineer will be expected to delegate responsibilities to those within the team with the needed skill set, as well as promote a positive attitude. S/he will review and approve Knowledgebase articles based on their technical content and help to provide TOIs in specialty product areas.

Qualifications

The ideal Senior Technical Support Engineer will demonstrate a proven aptitude for learning new technologies, evidenced by the ability to expand upon core knowledge. S/he will be highly analytical with the ability to derive facts quickly, methodically, and accurately. This is a customer-facing role whereas a Senior Technical Support Engineer you will work to solve product and network problems of extremely high complexity. As the Senior Technical Support Engineer, you must be able to configure highly complex lab setups to duplicate and solve customer-related problems.

Demonstrated proficiency with security as it relates to several of the following:

  • 4 + years’ experience in the Technical Support field, Support Centre experience an advantage.
  • Highly Proficient in Microsoft and Linux Operating Systems to, comfortable working at CLI and having Administration experience.
  • Advanced knowledge of networking technologies, internetworking devices and protocols. Protocols are like TCP/IP, HTTP, SSL/TLS, DNS, SMTP and etc.
  • Experience of in-depth Log Analysis using command line tools, understand Rsyslog and corresponding formats.
  • Intermediate level knowledge of Firewall, VPN, IDS and related network security design and implementation.
  • Endpoint security experience, including network design, implementation, and management.
  • Security network, and systems related professional certifications are a plus, like CISSP, Security+.
  • Firewall, VPN, IDS, and related network security design and implementation are a plus. • Ability to document calls and write FAQ and short instructional technical documents essential.

Additional Information

Company Benefits: We work hard to embrace diversity and inclusion and encourage everyone at Trellix to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees. • Pension and Retirement Plans • Medical, Dental and Vision Coverage • Paid Time Off • Paid Parental Leave • Support for Community Involvement We’re serious about our commitment to diversity, which is why Trellix prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

Mandiant (formerly FireEye) has announced the sale of its Products business to Symphony Technology Group. Learn more about the sale here: . This position will be part of the FireEye Security organization under the purchasing company. Our new company’s security portfolio protects customers across endpoints, infrastructure, applications, and in the cloud. We will accelerate efforts to develop an integrated security platform powered by artificial intelligence and automation for superior threat detection and prevention.

Expected salary:

Location: Bangalore, Karnataka

Job date: Wed, 13 Apr 2022 07:46:52 GMT

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