Technical Customer Support Engineer

Vectra

2d • $80,000 - $90,000

About The Position

Vectra AI is hiring an experienced Technical Customer Support Engineer to support complex technologies and help ensure a positive customer experience throughout support interactions. The role works in a customer-facing third-tier support queue and involves deep technical diagnosis, including reproducing issues in a lab and analyzing source code. The engineer assesses customer impact, prioritizes solutions, and works with customers, Sales, and Engineering to deliver workarounds and fixes.

The position also contributes to the growth of the Support organization by identifying and documenting product, hardware, software, and process improvements; developing support processes, tools, and documentation; and creating customer-facing resources such as knowledge-base articles and how-to guides. The engineer collaborates across a geographically dispersed global team and provides limited on-call support outside normal hours for weekends and national holidays. Applicants must be U.S. citizens.

The stated compensation range is $80,000–$90,000 USD. Vectra's total rewards package includes competitive base pay, incentive plan eligibility, and participation in an employee equity plan. Depending on location, benefits commonly include health care insurance, income protection and life insurance, retirement savings plans, behavioral and emotional wellness services, generous time away from work, and an employee recognition program.

Requirements

• At least 5 years of experience in a technical support and/or escalation engineer role.
• Strong experience supporting an international customer base.
• Experience diagnosing and resolving complex customer issues.
• Expertise in Linux-based systems, including their management, operation, and application stacks.
• Good understanding of current security technologies and risks.
• Excellent understanding of the TCP/IP network protocol suite, including packet-capture analysis.
• Basic understanding of SQL and non-SQL databases.
• Ability 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 supporting cloud/SaaS applications.
• Must be a U.S. citizen.

Nice To Haves

• Scripting or programming experience, especially in Python and the bash shell.
• Experience designing and understanding enterprise and data-center networks.
• Ability to proactively identify problem areas and drive their resolution.
• Good understanding of SQL and non-SQL databases.
• Good understanding of virtual environments.
• Good understanding of cloud environments.
• Experience with security appliances and security software.
• Experience with data interchange between dissimilar systems.
• Demonstrated ability to use AI-enabled tools to improve productivity, quality, decision-making, and customer outcomes.
• Comfort using AI for practical tasks such as drafting customer communications, summarizing cases, analyzing trends, preparing reports, researching technical issues, and automating routine workflows.
• Ability to critically validate AI-generated outputs, apply sound judgment, and protect confidential and customer information.
• Ability to identify opportunities to responsibly embed AI and automation into team processes and support adoption of approved tools.

Responsibilities

• Work in a customer-facing third-tier support queue.
• Diagnose customer issues in depth, including reproducing issues in a lab and analyzing source code.
• Quantify customer impact and prioritize solutions within and outside the Support team.
• Engage with customers and the Sales organization through email, telephone, and remote management sessions.
• Work with Engineering teams to provide prompt, high-quality workarounds and solutions.
• Identify, qualify, and document product, hardware, software, and process improvements.
• Develop Support processes, tools, and documentation to help grow the Support organization.
• Develop customer-facing content, including knowledge-base materials and how-to guides.
• Provide limited on-call or out-of-hours support on weekends and national holidays.
• Collaborate with colleagues on investigations and escalations.
• Communicate and collaborate across functions as a team player.
• Use approved AI tools responsibly in support workflows, validate AI-generated outputs, protect confidential information, and identify opportunities to incorporate AI and automation.

Benefits

• Incentive plan eligibility
• Participation in the employee equity plan (stock options)
• Health care insurance (commonly offered, varies by location)
• Income protection and life insurance (commonly offered, varies by location)
• Access to retirement savings plans (commonly offered, varies by location)
• Behavioral and emotional wellness services (commonly offered, varies by location)
• Generous time away from work (commonly offered, varies by location)
• Employee recognition program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed