Technical support Tier 3 – Job Description

Who are we?

We are IntSights, a Rapid7 company, that has created a market shifting solution to DETECT, ANALYZE and REMEDIATE​ all kinds of threats and malicious information in the clear, dark & deep web.

We’re looking for a Technical Support Engineer for Tier 3, to join our team in Dallas.

 What will you do?

• Provide tier 3 support of our Cyber Threat Intelligence (CTI) to our global customer base for any issue with the Intsights product.
• Deploy and support our customers with the integrations across with 3rd party security devices (SIEM, FW, etc.) interfaces.
• Educate and empower our customers, guiding them through the features of our software and advising on best practices.
• Demonstrate an independent ability to troubleshoot & investigate incoming requests within strict SLA boundaries.
• Create and manage escalations to product managers and R&D teams.
• Maintain communication with other teams to keep everyone aligned about client feedback and any important technical problems.

Requirements:

• At least 1 year of experience providing product support in a SaaS platform.
• At least 2 years of proven experience with troubleshooting multiple Operating Systems (Windows, Linux, Unix) and configuration optimization.
• Hands-on experience in working with databases and creating DB queries.
• Advanced Docker knowledge.
• Troubleshooting communication issues- familiar with network structure (LAN, WAN) and communication equipment basic functionality (switching, hubs, routers, proxy)
• Virtual Environment technologies (VMWare, Hyper-V).
• Customer-oriented, excellent verbal and written communication skills in English.
• Self-starter, multitasking, independent, responsible.
• Good interpersonal communication with other team players.
• Ability to learn fast.
• Hands-on analysis and troubleshooting. 
• Strong analytical and technical problem-solving skills.
• Ability to grasp technical concepts quickly and explain them to others.
• Ability to work on-call as per the needs of the business.

Advantage

• Knowledge of security devices (SIEM, FW, etc.).
• Experience in Information Security.
• Experience in PowerShell \ Bash \ Python scripts.