Training Support Engineer

SpecterOps

9d•Remote

About The Position

SpecterOps is a cybersecurity solutions and services provider specializing in deep knowledge of adversary tradecraft to help clients detect and defend against sophisticated attackers. We are seeking an individual to support the operations of the Training Solutions capability at SpecterOps. This role involves serving as an escalation point for training course delivery issues, monitoring the health of course labs, and promptly addressing any issues that arise during training. Additionally, the Training Support Engineer collaborates with the Lab Engineering team to assist with course deployments, ensuring that all technical aspects of training run smoothly. The ideal candidate will be an experienced technical support professional to troubleshoot, diagnose, resolve complex technical issues, and develop new solutions, while delivering superior customer and student experiences.

Requirements

Basic understanding of scripting languages such as PowerShell or Python
Working knowledge of query languages and REST APIs
Basic understanding of automated infrastructure and configuration technologies such as Terraform and Ansible
Proven experience in a technical support role, preferably in a mid-career capacity
Excellent problem-solving and troubleshooting skills
Exceptional communication and interpersonal skills
Ability to remain calm and composed under pressure
Ability to work independently and collaboratively in a fast-paced environment
Ability to quickly learn new technologies and an ongoing desire to stay current with the latest technologies
Ability to successfully complete a criminal background investigation

Nice To Haves

Experience with SpecterOps products, Training Solutions, BloodHound Community Edition or BloodHound Enterprise
Experience configuring SAML / OIDC
Experience with Cypher query language
Knowledge of Active Directory and IT Security best practices
Knowledge of Azure Security Fundamentals
Basic understanding of offensive and defensive security concepts

Responsibilities

Serve as the primary escalation point for instructors and participants during training sessions if self-service maintenance tasks cannot resolve an issue.
Respond to and resolve technical issues, questions, and concerns related to course delivery promptly and effectively.
Monitor the health and functionality of course labs in real-time during training sessions.
Proactively identify and address any technical issues that may impact the training experience.
Troubleshoot and resolve lab environment problems, including connectivity issues, software errors, and configuration problems.
Collaborate with the Lab Engineering team to implement solutions and ensure smooth lab operation to proactively address future issues.
Collaborate with the Training Architect team to assist in the deployment of course labs.
Ensure that lab environments are set up correctly and are ready for training sessions.
Provide technical support, guidance, and assistance to instructors and participants, ensuring that they have a productive and trouble-free training experience.
Serve as the primary point of contact for technical issues and training inquiries from customers.
Respond to support tickets, emails, and phone calls in a timely and professional manner.
Be available for on-call rotations, self-manage on-call schedules.
Analyze and diagnose technical problems, providing effective and sustainable solutions.
Utilize technical knowledge and expertise to troubleshoot issues with SpecterOps Training Platform and Infrastructure.
Document and communicate troubleshooting steps and resolutions to clients and internal teams.
Develop a deep understanding of the Training Solutions products and SpecterOps services to provide accurate and effective support.
Work closely with the engineering and product management teams to escalate and resolve issues.
Provide valuable input for product improvement based on customer feedback.
Create and maintain detailed documentation on common issues, solutions, and best practices.
Contribute to the development of knowledge base articles and user guides.

Benefits

Health/Dental/Vision/life insurance: 100% covered for both the employee and their family
Flexible time off policy
10+ paid holidays annually
401(k) with up to 4% company match
Equity and a potential bonus based on company performance
$1,500 new hire allowance to set up home office
$500 annual home office allowance after first year
$150 monthly cell phone and internet reimbursement
$5,000 annual professional development allowance
$5,250 towards continuing education or student loan repayment
$1,200 annual budget for lifestyle, wellness, pet insurance and more
A one-time $10,000 benefit towards family planning
In person and virtual employee events throughout the year
Company swag