Training Support Engineer

Role Overview

• Escalation Point for Training Issues: Serve as the primary escalation point for instructors and participants during training sessions if self-service maintenance tasks cannot resolve an issue. Respond to and resolve technical issues, questions, and concerns related to course delivery promptly and effectively.
• Course Lab Monitoring: Monitor the health and functionality of course labs in real-time during training sessions. Proactively identify and address any technical issues that may impact the training experience.
• Lab Issue Resolution: Troubleshoot and resolve lab environment problems, including connectivity issues, software errors, and configuration problems. Collaborate with the Lab Engineering team to implement solutions and ensure smooth lab operation to proactively address future issues.
• Assist with Course Deployments: Collaborate with the Training Architect team to assist in the deployment of course labs. Ensure that lab environments are set up correctly and are ready for training sessions.
• Technical Support and Guidance: Provide technical support, guidance, and assistance to instructors and participants, ensuring that they have a productive and trouble-free training experience.
• Additional Responsibilities: Serve as the primary point of contact for technical issues and training inquiries from customers, respond to support tickets, emails, and phone calls in a timely and professional manner, be available for on-call rotations, self-manage on-call schedules, analyze and diagnose technical problems, providing effective and sustainable solutions, utilize technical knowledge and expertise to troubleshoot issues with SpecterOps Training Platform and Infrastructure, document and communicate troubleshooting steps and resolutions to clients and internal teams, develop a deep understanding of the Training Solutions products and SpecterOps services to provide accurate and effective support, work closely with the engineering and product management teams to escalate and resolve issues, provide valuable input for product improvement based on customer feedback, create and maintain detailed documentation on common issues, solutions, and best practices, contribute to the development of knowledge base articles and user guides.

Requirements

• Basic understanding of scripting languages such as PowerShell or Python
• Working knowledge of query languages and REST APIs
• Basic understanding of automated infrastructure and configuration technologies such as Terraform and Ansible
• Proven experience in a technical support role, preferably in a mid-career capacity
• Excellent problem-solving and troubleshooting skills
• Exceptional communication and interpersonal skills
• Ability to remain calm and composed under pressure
• Ability to work independently and collaboratively in a fast-paced environment
• Ability to quickly learn new technologies and an ongoing desire to stay current with the latest technologies
• Ability to successfully complete a criminal background investigation

Tech Stack

• Ansible
• Python
• Terraform

Benefits

• Health/Dental/Vision/life insurance: 100% covered for both the employee and their family
• Flexible time off policy
• 10+ paid holidays annually
• 401(k) with up to 4% company match
• Equity and a potential bonus based on company performance
• Remote work: $1,500 new hire allowance to set up home office
• $500 annual home office allowance after first year
• $150 monthly cell phone and internet reimbursement
• $5,000 annual professional development allowance
• $5,250 towards continuing education or student loan repayment
• $1,200 annual budget for lifestyle, wellness, pet insurance and more
• A one-time $10,000 benefit towards family planning
• In person and virtual employee events throughout the year
• And of course, company swag!