Technical Support Engineer

Expel is a company focused on security technologies, and they are seeking a Technical Support Engineer to ensure proper configuration and operation of security technologies for customers. The role involves providing technical support, consulting with customers, and improving service delivery while maintaining strong customer relationships.

Responsibilities:

• Respond quickly to support tickets based on their priority and provide thorough and accurate resolution well within SLOs. Track and prioritize ongoing investigations, escalating as needed
• Consult with customers on solutions, share best practices, monitor technical implementation, and troubleshoot problems, with urgency and drive toward resolution and customer satisfaction
• 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 that it provides to our customers or within Expel
• Help to drive down inbound ticket volume by finding ways to “forward-deploy answers”
• Stay current with the industry and Expel product knowledge, and quickly learn your customer’s business and environments
• Assist with gathering, analyzing and reporting out on team performance metrics
• Provide coaching, mentorship, and oversight to less experienced team members
• Rotate on-call duties for support outside of regular business hours

Requirements:

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