VectraVE

Technical Support Engineer (Central/Mtn)

Vectra AI is a cybersecurity company that utilizes artificial intelligence and machine learning for hybrid attack detection, investigation, and response across cloud, data center, identity, and network environments. Their platform provides integrated signal and Attack Signal Intelligence™ to help security teams detect and stop modern cyberattacks.

Vectra

Employee count: 501-1000

Salary: 75k-90k USD

United States only

Vectra® is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises.

The Vectra AI Platform delivers integrated signal across public cloud, SaaS, identity, and data center networks in a single platform. Powered by patented Attack Signal Intelligence, it empowers security teams to rapidly prioritize, investigate and respond to the most advanced cyber-attacks. With 35 patents in AI-driven threat detection and the most vendor references in MITRE D3FEND, organizations worldwide rely on the Vectra AI to move at the speed and scale of hybrid attackers. For more information, visit www.vectra.ai.

Why Vectra AI?

Vectra AI is the leading innovator in real-time detection of in-progress cyber attacks. The Vectra Cognito platform continuously monitors customer environments to automatically detect any phase of an on-going cyber attack. Vectra AI won the Best of Black Hat Award for “Most Innovative Emerging Company” and the SC Award “Best Customer Service”.

Our culture is centered around three core values – customer first, no drama teamwork and acting with integrity. At Vectra, we love to solve hard problems and embrace people who relish that. We also love people who are passionate, irreverent and focus on delivering results.

You are expected to be different from the norm, to excel in your field and be willing to share your experiences and creativity with the global organization. You are expected to challenge the status quo.

If you care about building great customer experiences, like to stretch, do not take no for an answer and are great to work with, this is your home.

Joining the organization at this time will allow you to develop the dynamics which will shape the global support organization. Joining now offers future career opportunities in a fast moving environment.

Position Overview

For this role you should be a leading Technical Support Engineer, experienced in technical support of complex technologies in challenging global environments. As part of the Support team you will be responsible for ensuring that the customer experience remains positive throughout the lifecycle of their support interactions.

You are likely to already be an expert in your field, the individual your colleagues come to for assistance and the individual that customers ask for when they're in difficult situations.

Specific responsibilities will include:

  • Working a customer-facing third-tier support queue.
  • Deep diagnosis of customer issues, including lab reproduction and source-code analysis.
  • Quantifying customer impact and prioritizing solutions both within and external to the Support team.
  • Engaging with both customers and the Sales organization through email, telephone and remote management sessions (e.g. WebEx, Zoom, GotoMeeting).
  • Engaging with Engineering teams to provide prompt and high-quality workarounds and solutions.
  • Identifying, qualifying and documenting product, hardware, software and process improvements.
  • Developing Support processes, tools and documentation to further grow the Support organization.
  • Developing customer-facing content (e.g. knowledge-base, how-to guides).
  • Limited on-call/out-of-hours support for weekends/national holidays.
  • Collaborate with your colleagues on investigations and escalations.
  • Being the embodiment of a team player; cross functional collaboration and communication is vital.

Required Experience

  • Strong experience supporting an international customer base.
  • At least 5 years working in a technical support and/or escalation engineer role.
  • Experience in diagnosis and resolution of complex customer issues.
  • Expertise in Linux-based systems, their management, operation and application stacks.
  • Good understanding of current security technologies and risks.
  • Excellent understanding of TCP/IP network protocol suite including packet capture analysis.
  • Basic understanding of SQL and non-SQL databases.
  • Able to work as part of a geographically dispersed global Support team.
  • Initiative to proactively identify new issues and drive their resolution.
  • Some exposure to virtual environments.
  • Some exposure to cloud environments and support of cloud/SaaS applications.
  • Must be a U.S. Citizen

Desired Experience

  • Scripting/programming, especially in Python and the bash shell.
  • Design and understanding of enterprise and data-center networks.
  • Proactively identify problem areas and be responsible for driving their resolution.
  • Good understanding of SQL and non-SQL databases.
  • Good understanding of virtual environments.
  • Good understanding of cloud environments.
  • Experience in security appliances and security software.
  • Experience in data interchange between dissimilar systems.
Our competitive total rewards package includes cash compensation within the range provided below. Actual pay for this position may vary based on the hired candidate’s location, experience and relevant incumbent pay position. 
Vectra Total Rewards
$75,000$90,000 USD

Vectra provides a comprehensive total rewards package that supports the financial, physical, mental and overall health of our employees and their families. Compensation includes competitive base pay, incentive plan eligibility, and participation in the employee equity plan (stock options). Specific benefits offered varies by location, but commonly include health care insurance, income protection / life insurance, access to retirement savings plans, behavioral emotional wellness services, generous time away from work, and a comprehensive employee recognition program.

Vectra is committed to creating a diverse environment and is proud to be an equal opportunity employer.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

About the job

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Posted on

Job type

Full Time

Experience level

Mid-level

Salary

Salary: 75k-90k USD

Location requirements

Hiring timezones

United States +/- 0 hours

About Vectra

Learn more about Vectra and their company culture.

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At Vectra AI, our core mission, established in 2011, is to make the world a safer and fairer place. This ambition drives us to continuously innovate in the realm of cybersecurity. We believe that the traditional approaches to threat detection are no longer sufficient in the face of increasingly sophisticated hybrid attacks. That's why we've dedicated over a decade to pioneering AI-driven solutions that provide an integrated and comprehensive view of threats across an organization's entire digital estate—spanning identity, public cloud, SaaS, and data center networks. Our culture is built on a foundation of integrity, compassion, and a relentless pursuit of leveraging artificial intelligence for good. We've assembled a world-class team of data scientists, security researchers, and software engineers who are passionate about solving complex cybersecurity challenges. This commitment to excellence has resulted in 35 patents in AI-driven security, with many referenced in the MITRE D3FEND framework, underscoring our leadership and innovation in the field.

We understand the immense pressure security teams face, often inundated with thousands of alerts daily. Our Attack Signal Intelligence™ is designed to cut through this noise, prioritizing real attacks in real-time, so security professionals can focus on what truly matters. This approach is not just about identifying threats; it's about providing clear, actionable insights that empower teams to respond swiftly and effectively, stopping attacks before they escalate into breaches. We foster a collaborative environment, both internally and with our customers and partners, to continuously refine our platform and services. Our commitment to customer success is reflected in our high retention rates and recognition as a Customer's Choice in network detection and response. As attackers evolve, so do we. We are constantly expanding our platform's capabilities to address emerging threats, including those leveraging Generative AI, ensuring our clients are always a step ahead. At Vectra AI, we're not just building technology; we're building a safer future by empowering human intelligence with the most advanced AI to combat cyber threats effectively.

Employee benefits

Learn about the employee benefits and perks provided at Vectra.

View benefits

Parental Leave

Paid parental leave.

Unlimited PTO

Unlimited Paid Time Off.

Global Wellness Days

Company-wide wellness days.

Generous time away from work

Generous time off policies.

View Vectra's employee benefits
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Vectra hiring Technical Support Engineer (Central/Mtn) • Remote (Work from Home) | Himalayas