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Technical Support Engineer

Red Canary

Dec 08

Who We Are
Red Canary was founded to create a world where every organization can make its greatest impact without fear of cyber attack. Our combination of market-defining technology, processes, and expertise are preventing breaches every day. We are completely changing the way security is delivered and setting the new standard for security. If our mission resonates with you, let’s talk!  

What We Believe In
- Do what’s right for the customer
- Be kind and authentic
- Deliver great quality
- Be relentless

Challenges You Will Solve
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.

What You'll Do

    • Be a trusted partner on product functionality for your customers and third-party vendors. 
    • Partner with Customer Success team to assess client needs, provide advanced troubleshooting and solutioning to ensure ongoing customer engagement.
    • Communicate defects to the Engineering team and help test new releases.
    • Maintain accurate account information to ensure seamless communication between internal teams regarding customer satisfaction.
    • Be proactive in watching tickets enter the queue, juggle multiple priorities, communicate via multiple channels.

What You'll Bring

    • Have troubleshooting experience in the following areas: Linux and Windows environments, Networking (TCP/IP, DNS, Wireshark), SSL decryption, Third-party agents 
    • A listener first, adept at working across internal and external teams with competing priorities.
    • Understand how to prioritize and escalate customer issues to the appropriate internal team.
    • Independent and self-sufficient, focused on the needs of your customers and genuinely excited about forging a path forward when none exists.
    • Willing to push back on customers when in their best interest; comfortable with difficult conversations.
    • Strong written and oral communication skills with proven ability to initiate and manage relationships via phone.
    • Strong experience in Linux command lines, preferred.
    • Hands on experience with Carbon Black, Crowdstrike, and/or Endgame, preferred. 
    • Ability to deploy software (SCCM, JAMF, Batch), preferred.
Targeted base salary range: $85,000 - $105,000 + bonus eligibility and equity depending on experience.

Why Red Canary?
Red Canary is where people embody our mission to improve security outcomes for all. People work hard to maintain a culture that encourages authenticity in order to do your best work. Our people are driven and committed to finding the best security outcomes, delivering real and actionable answers, and being transparent along the way. 

At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers’ security. For a full list of benefits, please review our Benefits Summary:
https://redcanary.com/wp-content/uploads/2021/01/Benefit-Summary-Red-Canary.pdf 

Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.