Cybersecurity Technical Support Engineer

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Job description

Who We Are:
Want to be part of a company that empowers you to innovate and implement your powerful ideas as you help shape the future of cybersecurity? Since 2012, CRITICALSTART has assisted in safeguarding numerous businesses from cyberattacks, preparing them for upcoming threats, and earning a plethora of awards along the way.

We thrive on innovation, devoid of bureaucracy. CRITICALSTART pioneered the first MOBILESOC app for on-the-go threat detection and response, devised a method to automatically resolve the majority of security alerts, and introduced services that reduce alert investigation time by 99.3% (our analysts truly appreciate us for that).

Everything we do revolves around our three core principles:

Do what's best for our customers.

Do what's best for our employees.

Don't do things that suck.

That's basically it.

If you'd prefer to hear from our Critical Crew, watch to learn about their perspectives. Look at our Glassdoor reviews for another internal viewpoint (Pssst want to grab our attention when you submit your resume? Include something about our Glassdoor reviews that resonated with you).

What can we offer you?

Daily opportunities to make a difference. Whether it's protecting our customers from attacks and breaches or contributing to the greater good.

An abundance of intelligent, talented, high-performing individuals to collaborate with. We value accountability, support each other's growth, and genuinely enjoy what we do.

An approach of continuous improvement to revolutionize our industry and surpass mediocrity. While many cybersecurity companies hire competent individuals, we believe in striving for excellence. Don't you believe you're capable of more than just being good?

Constant learning, unlocking innovative ideas, and a nurturing, cooperative environment.

Extensive industry recognition. We receive so much acclaim that it's nearly overwhelming. Almost.

Our teammate put it best: "Every day presents new challenges and ample opportunities for professional growth Your contributions directly impact the company's overarching purpose, and the sense of belonging and culture are unparalleled.

Who You Are:
We are seeking a Technical Support Engineer to help deliver successful security outcomes while providing an exceptional customer experience. The ideal candidate will be a detail-oriented individual with experience providing email, telephone, and chat-based support to security and IT teams in a SaaS or Enterprise environment.

This candidate will have experience managing inbound support requests, responding to automated alerts from internal systems, investigating break/fix requests, and documenting necessary information for escalation to engineering teams for effective resolution.

A strong ability to problem-solve, collaborate effectively, and engage the right people without overcommitting resources, while ensuring customers are kept informed, is essential for this role.

What You Will Be Doing?:
The Technical Support Engineer will provide the first line of support to Critical Start customers, ensuring accurate and timely ticket handling for break/fix, bug, and enhancement requests across Endpoint, SIEM, and security-focused tools.

You will collaborate with internal teams to restore services for critical systems and act as incident manager for major issues from initiation to resolution, including delivering a root cause analysis (RCA) to customers.

This role involves managing ticket queues to meet or exceed KPIs, communicating customer risks to Sales and Customer Success, and contributing to knowledge sharing through documentation. Additionally, you will collaborate with R&D, Development, and Product teams to relay feedback, participate in ongoing training to support your professional growth, and create, author, and review knowledge articles that empower team members and enhance the customer experience.

What You Will Bring?:
Required Qualifications:

5+ years of experience in customer support, customer success, or account management with a SaaS, Cloud, or Security provider (MSP/MSSP).

Experience supporting SIEM tools such as Sentinel, Splunk, or othrs; including configuration, log source health validation, and connector configuration.

5+ years of direct experience in technical customer support.

Proven experience in facilitating communication, problem resolution, and incident management.

Strong written and verbal communication skills.

A collaborative approach to problem-solving, ensuring the right people are involved without adding unnecessary complexity.

Familiarity with using ticketing systems to intake, track, manage, and resolve customer requests and incidents.

Ability to build relationships and communicate effectively with internal teams to help deliver positive customer outcomes.

Ability to participate in on-call rotations to provide timely support and ensure continuous service availability.

Desired Qualifications:

AI cybersecurity experience is an additional advantage.

3+ years of experience with Azure Sentinel, Splunk, or a similar SIEM platform.

Experience working with SIEM products, preferably Splunk Enterprise, SplunkCloud, Microsoft Sentinel, SumoLogic, and/or Devo.

Experience in setting up and configuring forwarding solutions, such as Heavy Forwarders, Universal Forwarders, Microsoft AMAs, and Devo Relays.

Proficiency in search query languages, such as SPL, KQL, and SQL.

Working knowledge of Linux command-line interface (CLI).

What It's Like Working Here:
Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously.

Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking.

Our workplace in Plano, TX offers open offices, collaborative meeting spaces, phone rooms, and wellness rooms. In the breakroom, friendly competition arises with games like ping-pong, bubble hockey machine, foosball, or the gaming machine. What harm does a little healthy competition among friends do?

What does our Compensation and Benefits package entail?

Competitive salary with bonus potential

100% employee coverage for healthcare/50% coverage for dependents

Unlimited PTO (Paid Time Off) policy

Paid Parental and Military Leave

Dental and Vision Plan

Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage

Additional Voluntary Life Insurance coverage

401(k) Plan with Matching Program

24/7/365 availability of Employee Assistance Program

Teladoc Mental Health Benefits

Optional Pet Benefits Discount Plan

And a new Tesla just kidding! Kudos for making it to the end.

Critical Start welcomes people from all backgrounds and walks of life. One of our core values is to "Do what's best for our employees," and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Mental and Physical Requirements

It's important to note that specific physical and mental requirements may vary depending on the nature of the office job, organization, and individual responsibilities.

Physical:

Stationary position for extended periods of time.

Constantly operate a computer.

Occasionally you may be required to move equipment or other items up to 20 lbs.

The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.

Mental:

Must be able to apply established protocols in a timely manner.

Make timely decisions in the context of workflow.

Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota.

Ability to work effectively and efficiently in high stress situations.

Ability to simultaneously address multiple complex problems.

For positions that can or will be performed, in whole or in part, remotely within the U.S., range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, experience, performance in the role and potential for revenue generation (sales roles only).

Compensation:

The total compensation range (base) being offered for this role is $70,000 USD - $90,000 USD .

Additional Compensation: This role is not eligible for additional or other forms of compensation.

Employment Benefits:

100% employee coverage for healthcare/50% coverage for dependents . click apply for full job details

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