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Technical Support Engineer

2 months ago

uttar pradesh, India Devo Full time
Devo, the cloud-native logging and security analytics company, empowers security and operations teams to maximize the value of all their data. Only the Devo platform delivers the powerful combination of real-time visibility, high-performance analytics, scalability, multitenancy, and low TCO crucial for monitoring and securing business operations as enterprises accelerate their shift to the cloud.
Headquartered in Cambridge, Mass., Devo is backed by Insight Partners, Georgian, and Bessemer Venture Partners. Learn more at .
Devo security products team is developing the world’s first and only Autonomous SOC to revolutionize the security industry. Candidates will be working on the most cutting-edge security technology when it comes to autonomous and automated threat detections, behavioral analysis, investigations, and hunts.
Job summary
As a Technical Support Engineer you will provide remote support to customers through different channels like web, email, chat, phone and other as needed. Able to research, diagnosis, troubleshoot and resolve issues while properly managing customer expectations. This position will be part of a rotation to provide 24/7/365 customer support to Devo customers.
Responsibilities
Perform remote customer support.
Install and configure applications.
Monitor and maintain the Devo platform and/or software product.
Maintain effective communication with customers through different channels like web, email, and phone.
Prioritizing and managing the workflow.
Troubleshooting, diagnosing, and resolving issues.
Maintaining procedural documentation and reports.
Ability to learn and work on changing technologies.
Respond to customer calls, emails and act accordingly regarding issues.
Establish and maintain good working relationships with customers and other professionals.
Requirements
BS/BA degree in a technical field, or equivalent experience.
Strong focus and dedication to customers.
Effective written and verbal communication and interpersonal skills.
Strong analytical approach for diagnosing and troubleshooting to resolve technical problems and issues.
Demonstrated ability to organize and prioritize tasks and communications to meet resolution times.
Strong troubleshooting, diagnosing skills to resolve technical issues.
Good knowledge of computer systems.
Familiar with Cloud platforms (i.e. AWS GovCloud, CloudOne).
Hands on admin experience with Linux and Windows based servers.
Scripting knowledge using python, JavaScript, Perl, tcl and or any other similar technologies including regex.
Hands on experience with database and/or big data query languages (i.e SQL, SPL, Linq)
Experience with syslog
Desired experience with SIEM and/or with a SOC
Compensation
The base salary range is what we expect to pay a substantially qualified candidate, with final offer being based on the candidate’s relevant experience and skills, as well as location and other factors. Total compensation for the role will include base salary, as well as a bonus or commission target and an equity grant applicable to the level of the role.
Why work at Devo?
You’ll join a company where we value our people and provide the tremendous opportunities that come with a hyper-growth organization.
Be part of an international company with a strong team culture that celebrates success.
Work in an environment that will challenge you and enable you to grow as a professional.
Comprehensive benefits, including
Top end hardware
Employee referral program — get a bonus for helping friends get jobs at Devo
Employee Stock Option Plan
Company offsites and events
Gender and diversity initiatives to increase visibility, inclusion, and sense of belonging