Tier 3 Support Engineer

| Austin
Company Description

Founded in 2017, Living Security’s mission is to help prevent cybersecurity breaches with a human risk management solution that does more than meet compliance needs, it also truly changes behavior. Living Security believes empowering people is the key to ending cybersecurity breaches, picking up where traditional security awareness training drops off. Gamified learning and immersive experiences engage and educate users, while the science-backed, tech-enabled platform uniquely provides CISOs the ability to measure training efficacy and program ROI.

Named one of Austin’s Best Places to Work, the Living Security team is composed of 50+ cybersecurity professionals committed to transforming security awareness training as we know it and turning end users into the enterprise’s greatest asset against cybercrime. Living Security is trusted by security-minded organizations like CVS Health, MasterCard, Verizon, MassMutual, Biogen, AmerisourceBergen, Hewlett Packard, JP Morgan, and Target. Learn more at www.livingsecurity.com.

While we take our mission seriously, we have a lot of fun while executing! 

Job Description

OUR DREAM CANDIDATE is a highly analytical, collaborative engineer who has the hunger to achieve something great. You'll join a startup experiencing rapid growth near the start of it all. You'll get as much out of the experience as you put into it. We want someone who will do whatever it takes - not just to help Living Security fix security awareness, but because you are in a hurry to have an impact. 

Responsibilities:

As the Tier 3 Support Engineer, you'll bring enthusiasm and motivation and help lead, define, refine, and execute the direct testing of features and functionality for our immersive training platform. Our platform teaches people how to be more secure through gamified learning and helps organizations to refine their training strategy through metrics and analytics. In this position, you will become an escalation point for all software-related issues, primarily originating from production environments. The challenges you will be faced with will be complex in nature, require advanced troubleshooting skills, intricate knowledge of the product functionality, significant exposure to the code base, and in-depth understanding of operational dependencies.

Your ability to effectively triage, reproduce, troubleshoot and document issues for developers will be critical for the quality of the software services we provide and the resulting satisfaction of the customer base.

You will maintain direct and effective interaction with the product super-users, product management, quality engineering, and software development teams.
 

  • Be responsible for reproducing, debugging and/or confirming product defects.
  • Report such defects to Product Management or Engineering for immediate resolution or future consideration.
  • Provide product training and mentorship to Junior Support staff.
  • Act as a back–up for Support staff.
  • Ensure that all actions and discussions pertaining to issues escalated from Tier 1 or 2 Support are documented.
  • Ensure customer and partner inquiries are responded to within established timeframes and customer care and Technical Support service levels are achieved.
  • Proactively identify changes we can make to our application to make our customers’ jobs easier.

Qualifications

  • 3+ years experience in Advanced Customer Support with SaaS software.
  • General to advanced knowledge of Python is required to understand how parts of the application should work and to help identify where bugs may be originating, ability to follow and debug code.
  • Advanced database experience (SQL).
  • Enthusiasm and a willingness to learn about our customers’ business requirements and expectations.
  • Ability to multi-task, prioritize, and manage time effectively.
  • Investigative curiosity and root cause analysis skills.
  • Specific experience in the legal world is a plus, but not required
  • Excellent verbal and written communication skills.

Bonus Qualifications

  • Located in Austin
  • Knowledge of distributed computing principles, enterprise storage configurations and their usages
  • Experience in Cybersecurity domain 
  • Lead or collaborated with international teams
  • BS in CS, CE or similar field 
  • Azure AD

Additional Information

Perks of Living Security:

  • Open, inclusive, and fun environment
  • Benefits, including medical, dental and vision insurance, short and long term disability, life insurance, 401(k), HSA with employer contribution, FSA
  • Financial Wellness Program/Financial Advisor
  • Competitive salary plus stock options
  • Responsible unlimited PTO policy and paid holidays
  • Gender-neutral parental leave
  • Some work remote and flex-time options
  • Opportunity to be a part of a company that is revolutionizing the cybersecurity industry
  • Growth opportunities throughout the company

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of ethnicity, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

All your information will be kept confidential according to EEO guidelines.

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • SpringFrameworks
    • HubSpotCRM
    • SalesforceCRM

Location

3595 RR 620S Suite 150, Austin, TX 78738

What are Living Security Perks + Benefits

Culture
Volunteer in local community
One example of giving back to the community since COVID is through our Family First initiative to provide free tools, content and resources – for families, to help keep kids safe online.
Friends outside of work
Eat lunch together
Intracompany committees
Employees are encouraged to collaborate across departments. This is especially true with our newly formed Culture Team and various slack channels for everything from fitness, to pets, to books.
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
The leadership team at Living Security is a reflection of the employees. The team is committed improving diversity and inclusion practices for all employees for the moment a position is posted.
Unconscious bias training
Several employees have gone through unconscious bias training and the company is committed to company-wide training in 2021.
Diversity Employee Resource Groups
We have recently established a culture and inclusion team. We are currently mapping out our four areas of impact for the company - giving, engagement, L & D, and team building.
Hiring Practices that Promote Diversity
We are currently improving our hiring practices to further promote diversity. For example: metrics, where we post positions, language in posting, and unconscious biases training.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Employees can contribute up to $2,750 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Starting in Jan 2021, Living Security will be offering a 401(K) retirement plan.
Company Equity
Employee Stock Purchase Plan
Qualified employees are offered stock options at the strike point.
Performance Bonus
Qualified employees can receive a performance bonus.
Child Care & Parental Leave Benefits
Child Care Benefits
The company started providing a dependent care reimbursement when Shelter In Place went into effect in March.
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Currently the entire company is remote, except for those who choose or need to be in the office. We are exploring a remote work program for 2021.
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Paid sick days would fall under our unlimited PTO.
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Some Meals Provided
Parking
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Lunch'n learns are starting in Jan and will be once per month. Topics will include 401(K) and financial sustainability, Courage Conversations, Leadership training, personal branding, and more.
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

Living Security is doubling in size (rapid growth) and leadership is committed to improving with company's perks with this growth.

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