Customer Support Engineer / Application Support (Remote UK)

Panaseer is an innovative and rapidly growing business that is revolutionising enterprise security. With over $43 million in funding and a track record of accolades, including prestigious industry awards, we are recognised as a leader in the space.

At Panaseer, we have developed the first Continuous Controls Monitoring (CCM) platform for enterprise security. CCM addresses the most pressing challenge in cybersecurity today: the lack of real-time visibility into the effectiveness of security controls. Our platform uniquely combines data from various security tools to identify and measure missing assets, control gaps, and provide insights on underperforming controls. This empowers organisations to make data-driven decisions and ensure robust security measures are in place.

Our industry recognition is testament to the ground-breaking nature of our technology. Gartner has included Panaseer as an inaugural vendor in two Hype Cycles for emerging technology, highlighting our contributions to Continuous Controls Monitoring and Cyber Asset Attack Surface Management. Additionally, Momentum Cyber has recognised Panaseer as a next-generation technology that will shape the future of cybersecurity, solidifying our position as an industry pioneer.

By joining Panaseer, you will have the opportunity to be part of a cutting-edge team that is driving innovation and making a meaningful impact in the cybersecurity landscape. We offer a dynamic and supportive work environment where creativity and excellence are celebrated. Join us in shaping the future of enterprise security and be part of our mission to provide organisations with unparalleled visibility and control over their security posture.

About this role

As a tier 1 / 2 Customer Support Engineer, you will be a proactive member of the newly formed support function, taking a lead role in the resolution of incidents and providing a 1st / 2nd level application support service to customers. You will assist in defining and documenting operational IT support processes for the support function. You will continually strive for excellence in every aspect of the working day with the aim of becoming a subject matter expert.

You will work closely with the customer success technical consultant, product and engineering teams to ensure the smooth transition of customer solutions into their respective live platforms.

Requirements

You will provide a first-class technical support service, working with customers to resolve any challenges they may have using the Panaseer product with specific responsibility for:

• Incident management
• Problem management
• Continuous Service Improvement
• Proactively monitoring live environments
• Contributing to project delivery planning
• Transition of support for customers from project phase to live support
• Being self-sufficient and able to work and make decisions independently, but also knowing when to raise issues

You will get the opportunity to explore new and existing skills in a wide range of technologies:

• Supporting the deployment of the Panaseer solution, upgrades and updates on hosted and client environments
• Identifying and fixing issues with customer solutions
• Assist in shaping a new support service, defining and implementing new processes
• Working with technologies such as Hadoop, Git, NiFi, AWS / Azure and Unix / Linux environments

You will also interact with the wider team. This includes working with Product Management, Data Science and Engineering teams to provide a first-class, end-to-end support service to our customers.

Skills and Experience

• 4 / 5+ years of work experience in application support
• ITIL knowledge
• Incident management experience
• Knowledge of proactive IT monitoring processes
• Knowledge of Incident trend analysis
• Proven experience of working under pressure in a calm, efficient and organised manner
• Demonstrate ability to learn quickly and apply developed skills quickly and effectively
• Excellent track record of working to deadlines and maintaining a high standard of attention to detail
• Excellent communication skills, written and verbal.
• Professional experience of providing out of hours support
• Ability to recreate issues and concisely identify when an incident is a bug versus working as designed
• SQL and familiarity with data analysis methods
• API response
• Ability to implement and configure a technical product to suit client requirements
• Problem solving skills to identify root causes and resolve customer reported issues
• Ability to work in teams as well as autonomously when required
• Interest in learning new technologies and domains, and the ability to pick them up quickly
• Coding / development experience (desirable)
• Some experience with AWS, APIs, NiFi and Unix / Linux environments (desirable)

Benefits

At Panaseer, we strive to enable the best environment and atmosphere:

• Competitive package, including base salary ranging between £50,000 to £55,000 (depending on experience) and An annual allowance of 25 days per year
• Competitive salaries including equity options
• Company pension scheme
• AXA Health Insurance for you and your family
• Life and income protection insurance
• We are currently offering a productivity allowance to support remote working (£80 per month tax free)
• Access to benefits market and employee discounts (Bike to Work Scheme)
• In-house wellbeing coaching support
  

Diversity

Panaseer is an equal employer, committed to encouraging diversity and eliminating discrimination in both its role as an employer and as a provider of services. Our aim is that our staff are truly representative of all sections of society and work in an environment where everyone is respected and able to perform to the best of their ability. Our policy is to provide equality and fairness for all in our employment and in our provision of services and not to discriminate, or favour, on the grounds of race, colour, religion, gender identity, sex, sexual orientation, pregnancy, nationality or national origin, ancestry, citizenship, age, neurodiversity, marital status, parental status, disability, medical condition, physical appearance or socio-economic status.

Accessibility - If you require assistance in applying for open positions please contact [email protected]

Candidates will be required to provide proof that they have the right to work in the US if their application is successful