Technical Support Engineer

You’re responsible for ensuring that customers’ security technologies and Expel technology (e.g. Workbench, Slack, etc) that are required to provide service to our customers and prospects are configured correctly and operating properly.

In partnership with the rest of Expel’s Customer Success and service delivery teams, your responsibility to our customers and your peer teams extends from the sales process through onboarding, delivery, technical implementation, ongoing support, and evolves with the ongoing improvement of the service.

Your work spans real time (zoom, phone, slack) support with customers and ticketing. Many requests are time sensitive like those that enable communication with our customers through Slack and other means, urgent customer requests, prospect-related requests from sales, and health alerts where dependent technology has stopped working or degraded. In addition, you work on other less pressing issues including enabling console access for analysts, credential resets, lower priority tickets in general, as well as migration projects and documentation improvements.

Your success is measured primarily by your ability to effect correct solutions with speed and accuracy while correcting and updating documentation to help streamline the work of your team. This acumen coupled by your helpful and professional presence as required while providing direct support to customers over the phone or via video calls helps bolster our relationships with our customers, builds confidence in Expel as a trusted partner, and sets us up to ensure our customers security.

If any of this resonates, we'd be delighted to hear from you!

What Expel can do for you

• Deepen your expertise in the security market and how organizations mitigate risk, implement strategy, and improve their security posture
• Extend your network of security leaders across a wide variety of industries
• Provide you a firm foundation based on excellent service delivery on which you can bolster your reputation in the industry
• Equip you with the time and opportunities to achieve some remarkable experiences for your next role at Expel or beyond
• Give you hands on experience with industry leading security technologies and analysis methodology
• Provide opportunities to practice communication at technical, management, and executive audiences

What you can do for Expel

• Respond quickly to support tickets based on their priority and provide thorough and accurate resolution well within SLOs. Track and prioritize ongoing investigations, escalating as needed.
• Consult with customers on solutions, share best practices, monitor technical implementation, and troubleshoot problems, with urgency and drive toward resolution and customer satisfaction.
• Work closely with Expel customers and others within Expel to ensure a quick, painless, and complete onboarding.
• Identify and escalate opportunities for the TSE team to be more proactive in the support that it provides to our customers or within Expel. 
• Help to drive down inbound ticket volume by finding ways to “forward-deploy answers”
• Stay current with the industry and Expel product knowledge, and quickly learn your customer’s business and environments.
• Assist with gathering, analyzing and reporting out on team performance metrics.
• Provide coaching, mentorship, and oversight to less experienced team members.
• Rotate on-call duties for support outside of regular business hours.

What you should bring with you

• 2+ years of professional experience in support roles (e.g. IT support) with at least 1 year of experience working with security technologies used for detection and response
• Familiarity with the purpose and functionality of detection and response tools both on-prem and cloud (e.g., familiarity with EDR, NDR, SIEMs, CASB etc.)
• Solid understanding of command line and API functionality across a variety of security products, platforms, and cloud environments
• Practiced complex technical problem solving and methodical troubleshooting skills.

Additional Information

The base salary range for this role is between $81,600 USD and $118,300 USD + bonus eligibility and equity.

We believe in paying transparently and equitably. Your salary will ultimately be based on factors such as your experience, skills, team equity, and market data. You’ll also be eligible for unlimited PTO (which we model and encourage), work location flexibility, up to 24 weeks of parental leave, and really excellent health benefits.

We’re only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.

We’re an Equal Opportunity Employer: You’ll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, age, or on the basis of disability.

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