Ensure that customers’ security technologies and Expel technology are configured correctly and operating properly
Respond quickly to support tickets based on their priority and provide thorough and accurate resolution
Consult with customers on solutions, share best practices, monitor technical implementation, and troubleshoot problems
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
Stay current with the industry and Expel product knowledge
Assist with gathering, analyzing and reporting out on team performance metrics
Rotate on-call duties for support outside of regular business hours

2+ years of professional experience in support roles (e.g. IT support)
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.

Technical Support Engineer

Key skills