Technical Support Engineer, Red Canary
$84-95k
+ Bonus
SaaS threat detection and security operations
Be an early applicant
SaaS threat detection and security operations
201-500 employees
Be an early applicant
$84-95k
+ Bonus
201-500 employees
Company mission
To make security stronger, safer, and more comprehensive.
Role
Who you are
- You consider your willingness to learn, resourcefulness, and patience as some of your strongest qualities
- 3 years in a technical facing role, troubleshooting and resolving technical issues with a wide range of technologies
- Troubleshooting experience in the following areas: Windows, macOS, and Linux environments, Networking (TCP/IP, DNS, Wireshark, SSL), Third-party security agents, EDR preferred
- Experience in CentOS, Linux CLI, Python, Bash, Puppet, SaltStack, Terraform, Nginx, Event Forwarder, Solr and RabbitMQ performance command lines, preferred
- Hands-on experience with VMware Carbon Black, Crowdstrike Falcon, SentinelOne, Microsoft Defender for Endpoint, Jamf Protect, and/or Elastic Endgame, and/or Palo Alto Cortex preferred
- Ability to deploy software (SCCM, JAMF, Batch), preferred
- An understanding and ability to leverage infrastructure automation
- Listening skills, with the ability to work across internal and external teams with competing priorities
- Strong written and verbal communication skills with proven ability to initiate and manage relationships via email and phone
- An understanding of how to prioritize and escalate customer issues to the appropriate internal team
- An independent and self-sufficient mindset, focused on the needs of your customers and genuinely excited about forging a path forward when none exists
- Willingness to do what’s right for the customer and be comfortable with difficult conversations
- A positive attitude and default to action. If you see something that may negatively impact the customer experience or team processes, you dive right in, isolate the issue, and ensure we do whatever it takes to eliminate it
What the job involves
- As a Technical Support Engineer (TSE) you understand that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand
- Your success is measured by your ability to be an extension to our customers as well as your commitment to act with urgency, thoughtful responsiveness and the number of issues resolved
- You understand the balance between addressing immediate operational issues and root cause analysis, allowing you to deliver a phenomenal customer experience while at the same time identifying and addressing known failure modes
- Be a trusted advisor on product functionality for your customers and third-party vendors
- Drive resolution of complex issues with understanding of customer needs and concerns and deeper comprehension of product and issue relation
- Strive to educate customers in ticket responses to ensure that they are getting the most out of our products
- Create, update, and share documentation based on troubleshooting and new solutions
- Join calls with customers independently to gather information, walk through issues, and connect with customer
- Communicate with customers clearly, concisely, and professionally in both written and verbal communications
- Work with Product Management and Engineering to identify, reproduce, inform on, and resolve defects
- Consistently maintain timely communication with customers while maintaining case hygiene
- Participate in the team’s pager rotation, responding to operational incidents as needed
- Respond to and resolve issues reported by internal or external customers by debugging, performing root cause analysis, and working closely with partner technical support or engineering as needed
- Own the maintenance, upgrades, and performance of the hosted server fleet, while striving to minimize operational incidents
Application process
- The application deadline is September 27th, 2024
Our take
Red Canary is a leading provider of managed detection and response (MDR) services, dedicated to protecting organizations from threats across cloud workloads, identities, SaaS applications, networks and endpoints. The company offers advanced threat intelligence and 24/7 monitoring to help security teams reduce risks and respond effectively.
Recently the company introduced new features and updates to further enhance its services. The company expanded support to Amazon Web Services, Microsoft Azure, and Google Cloud Platform, and partnered with clients to modernize Security Operations Centers using Microsoft Sentinel, demonstrating Red Canary's commitment to improving security operations and maximizing existing security investments.
Red Canary's success is evident from its impressive client base and industry recognition. Protecting over 2.5M endpoints with a 99% threat accuracy and maintaining a customer satisfaction rating of around 99%. The company now plans to expand its impact to reach over 150,000 professionals through educational initiatives.
Freddie
Company Specialist
Insights
Company
Funding (last 2 of 5 rounds)
Feb 2021
$81m
SERIES C
Apr 2019
$34m
EARLY VC
Total funding: $129.9m
Company benefits
- Red Canary offers a 100% paid plan option for medical, dental and vision for you and your dependents. No waiting period
- All new hires are eligible for benefits as of their first day
- Take the time you need to recharge including vacation, sick, bereavement, jury duty, and holidays
- Red Canary offers a variety of plans to fit you and your dependent specific needs including FSA, HRA and HSA, with employer funding to offset out of pocket health care expenses
- With 60% remote workforce, Canaries can work virtually from almost anywhere in the US
- Full base pay to bond/care for your new child
Company values
- We are relentless
- We always deliver quality
- We are kind and authentic
- We do what’s right for our customers
Company HQ
Union Station, Denver, CO
Articles
Leadership
Brian Beyer
(CEO)Having studied at Purdue University, they worked as a Software Development Lead at Northrop Grumman and Solidyn for almost 4 years. They left Kyrus Technology in January 2014 to co-found Red Canary.
Chris Rothe
(CTO)They started their career as an IT Specialist, before spending over 3 years at Lockheed Martin as a Software Engineer and VP of Technology at Soidyn Solutions. Following 9 months at Kyrus, they co-founded Red Canary in January 2014.
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