Senior Technical Customer Support Engineer

Laurel, MD
Oct 13, 2021
Oct 15, 2021
Full Time
ThreatQuotient 's mission is to improve the efficiency and effectiveness of security operations through a threat-centric platform. By integrating an organization's existing processes and technologies into a single security architecture, ThreatQuotient accelerates and simplifies investigations and collaboration within and across teams and tools. Through automation, prioritization and visualization, ThreatQuotient's solutions reduce noise and highlight top priority threats to provide greater focus and decision support for limited resources. ThreatQuotient is headquartered in Northern Virginia with international operations based out of Europe, APAC and MENA. For more information, visit SummaryThe Customer Support Engineering team is responsible for providing effective and timely resolutions for issues reported by the ThreatQuotient customer base.Essential Job FunctionsTroubleshoot and document reported issues thoroughly and work with ThreatQuotient customers to resolve issuesCreate and publish knowledge articles documenting how to resolve or troubleshoot identified issues in the ThreatQuotient software for use by both customers and ThreatQuotient employeesLog product defects succinctly for resolution by the development teamProvide assistance/training to customers as requiredCollaborate effectively with other team membersEducation And Experience RequirementsBachelor's degree in Computer Science or related field, with a working knowledge of theory and practice within the specialized fieldRequired Knowledge, Skills, And Abilities3+ years experience in a customer-facing support role3+ years experience using the Linux operating systemExcellent written and verbal communication skillsExperience documenting work in a ticketing system such as or RemedyAbility to escalate issues as needed to satisfy customer demandsAbility to accommodate a flexible work schedule to support a global customer baseAbility to prioritize work in a fast-paced environmentFull-time out of our Mount Airy, MD office or remote with significant experience.Preferred Knowledge, Skills, And AbilitiesPrior work history in the threat intelligence or network security fieldFamiliarity with basic network security practicesFamiliarity with programming languages and conceptsThreatQuotient, Inc. is an Equal Opportunity Employer and does not discriminate, nor will tolerate discrimination, on the basis of race, age, color, religion, sex, sexual orientation, ethnic or national origin, or handicap or disability.