IntSights - Technical Support Engineer - Tier 3

US - TX - Dallas

Location(s)

US - TX - Dallas

Team(s)

Customer Success & Support


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 Israel.

 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.