Senior Technical Support Engineer

1 day ago

Austin, United States Brinqa Full time

Brinqa is the leading provider of unified cyber risk management and security analytics. Our software empowers companies to make cyber risk decisions across a wide range of platforms quickly and efficiently.

We help our customers' cyber security and technology teams discover, prioritize and treat the most important risks based on real-time risk analytics, automated risk assessments, and remediation. With actionable insights and timely communications provided by our software, our customers are reducing their response times to the constantly changing and emerging threats and saving their business from potential negative and significant impacts.

Brinqa is looking for a level 2 Production Support Engineer to join our team. In this role you will work as part of a dynamic and fast moving customer support team to deliver quality resolutions to our customers. We are looking for a well-rounded production support engineer who can think strategically, is a great communicator, and is a strong advocate for the customer. The ideal candidate must be self-directed and a fast learner, flexible enough to work with new technologies, programming, and be passionate about solving customer problems.

This engineer will work directly with Brinqa customers to own all technical concerns regarding their Brinqa deployments and will provide experienced support and troubleshooting skills to resolve complex technical issues, and proactively address any challenges that impact broader adoption of Brinqa products.

WHAT YOU WILL DO

  • Own and resolve issues with a high sense of urgency and professionalism.
  • Ability to perform in-depth troubleshooting, be familiar with the customer environments, and provide root cause analysis reports.
  • Hop on calls right away with customers for high priority tickets to identify root causes or establish immediate steps and communicate towards addressing the issues.
  • Coordinate with internal teams as needed in order to identify issues/establish next steps to address the customer issues.
  • Prioritize high-profile and escalated cases and follow through to resolution.
  • Write groovy/core java based script per customer requirements or re-write existing code for optimal execution per Brinqa platform versions.
  • Effectively communicate with customers via the service desk, email, phone and other electronic methods.
  • Maintain excellent relationships with customers.
  • Contribute to Brinqa knowledge, community, and training resources.
  • Escalate support cases and priority issues to management as needed.
  • Maintain impeccable case hygiene and customer related files and records.
  • Suggest and implement improvements to internal processes and tools.
  • Identify and independently take on additional tasks.
  • Seek out and embrace leadership and mentoring opportunities.
WHAT YOU'LL NEED
  • Bachelor's degree in Computer Science/Information Science.
  • Four or more years of hands-on core Java/Groovy programming experience.
  • Working knowledge of Linux and Linux command-line.
  • Basic understanding and working knowledge of databases.
  • Basic understanding of 3-tier architecture.
  • Good listening skills coupled with good written and verbal communication skills.
  • Teamwork and collaboration skills.
AND IDEALLY
  • Experience working with Groovy and Grails.
  • Experience in Security and networking domain..
  • Knowledge of NoSQL databases, specifically Neo4j.
  • Familiarity with application deployment and AWS.
  • Software: Nginx, Apache Tomcat, IntelliJ IDEA, JIRA
WHY WORK FOR US?
  • Growth is a top priority at Brinqa, you will have the opportunity to learn and grow with us.
  • Competitive pay and stock options.
  • Multiple healthcare benefit packages
  • Dental and vision insurance
  • Life insurance
  • Short Term and Long Term Disability
  • 401K with employer matching
  • Paid time off (PTO) along with federally recognized holiday schedule

HERE'S A LITTLE MORE ABOUT US

Brinqa was founded in 2008 by cybersecurity and technology veterans that witnessed first-hand the significant amount of time and people it took a company to manage the various tools and resources to protect the business from the ever evolving and changing world of cybersecurity.

Building a cybersecurity platform that connects all of the relevant IT, security, and business data resources to create a common data view with actionable insights would give companies a resource that would allow them to respond faster, smarter and more efficiently.

Until recently, all sales were led by the CEO and a marketing team of one. In June 2021, with a solid and effective product benefiting and significantly impacting Fortune 50 companies, Brinqa received its first and only institutionalized funding with Insight Partners. Investing $110M and a minority position in the business, Insight Partners provided Brinqa a way to provide their cybersecurity platform product to more enterprise companies by building their employee base with expertise in Sales, Marketing, Customer Success, Professional Services and People.

It is an exciting time of growth and for individuals to make an immediate and lasting impact on the company and its market

We're committed to promoting Equal Employment Opportunity (EEO) at Brinqa - through all equal employment opportunity laws and regulations at the international, federal, state and local levels.

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