Associate Technical Support Engineer
Company: Kinsley Power Systems
Posted on: May 16, 2022
Alert Logic has sparked change in the cybersecurity world. As the
industry's first MDR provider, we protect organizations 24/7 and
ensure they have the most effective response to resolve whatever
threats may come. Our customers are winning, our business is
growing, and our employees are innovating as they expand their
careers. Our journey requires more great people, so we are hiring
across the company, into what we call the "First Team." If you are
energized by a culture with a mission to eliminate the constant
fear of impact from cyber threats and attacks, come join us at
Alert Logic is seeking an - Associate Technical Support Engineer
-to join our team! You will join some of the industry's brightest
minds that provide our customers and partners with security value
and outcomes. - The Technical Support Team works closely with our
customers, providing technical and product support in a prompt
efficient, and friendly manner. - This role will allow the right
candidate to grow and develop their skills in a supportive
environment where they are able to influence change, and take
control of their career path.
Building a -good working -knowledge of the Alert Logic products and
services, and the 3 rd -party tools and technologies that -their
customers -interact with, as well as customer relationship
management skills, the -Associate - Technical Support Engineer
-will be well positioned to understand the customers' business
goals and carry out the required tasks to deliver an appropriate
To act as the initial point of contact for incident (ITIL), change,
and request cases submitted by internal and external customers to
the Support team for first touch resolution by following documented
To act as a Customer Ambassador, providing basic technical product
support advice to customers.
To monitor virtual and physical appliances for health and
performance, attempting initial remediation of alarms and appliance
To work closely with our customers and internal teams to provide
detailed and meaningful analysis and response for product
To work with Technical Solutions Team colleagues and other
technical teams to ensure that customer queries are addressed
promptly and according to Standard Operating Procedures, Customer
Management Processes, and always with the intent to provide World
Class Customer Service.
Communicate directly with the end customers and partners; set clear
expectations on how often updates to a case will be received.
Follow defined escalation paths to ensure proper issue
Demonstrate ownership of customer issues.
Effective communication of information relating to Customers and
operational delivery between shift teams.
Engage, liaise with and support Alert Logic customers to overcome
and resolve service impacting issues and challenges experienced
with the use of Alert Logic products and services.
Identify improvement opportunities relating to customer experience
and security value, or internal operational efficiency.
Resolve technical issues by communicating your analysis to our
customers in a timely fashion and in accordance with customer
Have a basic understanding of Alert Logic products and services, in
addition to having skills relating to information security, Linux,
Windows and Networking.
Provide guidance and training to customers through pre-arranged
Collaborate with peers to identify improvements to the customer
experience and to maximize operational efficiencies.
Escalate high priority technical related issues to the appropriate
Provide World Class Customer Experience and security outcomes for
Alert Logic Customers.
Required Skills and Experience:
1 years of relevant experience in a customer-facing technical
Working knowledge of network configuration and troubleshooting
Attention to detail in documenting information and ability to show
ownership of follow through in customer resolutions
Understanding of Windows -or -Linux based operating
Basic understanding of -logging and data formats like XML, JSON &
Syslog, web servers like IIS, Apache & NGINX
Basic understanding of -network protocols like TCP/IP, DNS, HTTP,
Instinctual ability to troubleshoot technical problems
Strong written and verbal communications skills
Strong presentation skills
Comfortable -combining technical expertise and customer facing
skills to -achieved -customer -goals
Excellent telephone manner
Ability to follow process documentation
A detail-oriented working style.
A team player who is willing to participate in the day-to-day
Demonstrate the ability to troubleshoot and diagnose commonplace
production application, system and network issues to provide rapid
remediation within a collaborative environment.
Strong belief in ownership, from identification, through resolution
and validation of Operational issues.
Strong Customer Focus.
Preferred Skills and Experience:
Basic understanding -of compliance frameworks like PCI, HIPAA, SOX,
GLBA or NIST is a plus
Understanding of scripting languages -such as: Java, -Bash, Perl,
Understanding of automation tools -such as: Cloud Formation
Templates, Chef, Puppet, Ansible
Working knowledge with data center infrastructure like physical
server and networking platforms, VMWare or IaaS in public clouds
such as Amazon Web Services (AWS), Microsoft Azure, or Google
Understanding of -security best practices related to Cloud,
operating systems, and networks
Experience with incident management tracking systems (case or
Keywords: Kinsley Power Systems, Houston , Associate Technical Support Engineer, IT / Software / Systems , Houston, Texas
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