Senior Technical Support Engineer
Skills
- Deep troubleshooting across Windows, macOS, and Linux
- Crash dump capture and preliminary dump-file analysis on Windows
- Scripting and automation with Python, PowerShell, or Bash
- API integration and data analysis experience
- Strong networking knowledge (firewalls, proxies, VPNs, TCP/IP)
- Understanding of ransomware lifecycle, endpoint defense, and incident response
- Clear communication with technical and non-technical stakeholders
- Experience with customer support tools and processes
Responsibilities
- Serve as the highest level of technical escalation for critical customer issues
- Perform advanced troubleshooting and in-depth analysis of Halcyon Agents across Windows and Linux environments
- Partner with Engineering to diagnose, reproduce, and resolve complex technical challenges
- Conduct root cause analysis and provide actionable insights to improve product stability
- Develop and maintain technical documentation and knowledge base articles
- Lead professional customer interactions via phone, email, and remote sessions
- Mentor junior engineers and recommend process improvements and automation
- Monitor emerging threats and advise customers on mitigation strategies
- Perform other duties as assigned
Education
- Bachelor's degree in Computer Science, Information Security, or related field, or equivalent experience
- Relevant industry certifications (Microsoft, Linux, AWS, Security+) are a plus but not required
Benefits
- Comprehensive healthcare (medical, dental, vision) with premiums paid in full for employees and dependents
- 401(k) plan with generous employer contribution
- Short and long-term disability, life and AD&D insurance
- Medical and dependent care FSA options
- Flexible PTO policy and parental leave
- Generous equity offering
Average salary estimate
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Our Mission: Defeat Ransomware Modern defensive cyber solutions, while impressive, have failed in the face of cheap and easy-to-create – and most importantly lucrative – ransomware. High-profile breaches are disguising an ugly fact; the companies ...
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