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Lead Technical Support Specialist

2 months ago

Foster City, California, United States Exabeam Full time

About Exabeam: Exabeam stands at the forefront of cybersecurity, pioneering AI-driven security operations. As a trailblazer in integrating AI and machine learning into security solutions, Exabeam offers a comprehensive Security Operations Platform that encompasses cloud-scale security log management, SIEM, advanced behavioral analytics, and automated threat detection, investigation, and response (TDIR). Our cloud-native offerings empower organizations to identify threats, safeguard against cyberattacks, and outsmart adversaries. By learning normal behavioral patterns, Exabeam effectively detects risky or suspicious activities, enabling security teams to respond swiftly and thoroughly for consistent security outcomes.

Position Overview: We are seeking a Lead Technical Support Specialist to enhance our Support Team. This individual contributor role reports directly to the Director of Technical Support and focuses on managing critical incidents, addressing escalations from various stakeholders, and handling cases that exceed our Service Level Agreements.

As the primary point of contact between Engineering and Cloud Operations, you will drive the resolution of significant business-impacting issues, identify macro trends, and facilitate post-mortem analyses across the organization. This role is ideal for someone passionate about customer satisfaction, adept at resolving complex challenges, and committed to driving operational and product enhancements.

Key Responsibilities:

  • Manage Critical Situations and Escalations from initiation to resolution.
  • Provide regular reporting on Severity/Priority 1 incidents and escalation trends.
  • Implement and oversee Problem Management practices, including root cause analysis and post-mortem activities.
  • Collaborate with sales and customer success teams to address issues, minimizing risks to renewals and expansions.
  • Work closely with Engineering and Product Teams to prioritize essential features and bug fixes, enhancing product quality and preventing recurrence of critical issues.
  • Develop and execute action plans for escalations, serving as the central contact within Support for customer-related escalations.
  • Regularly monitor and report on top support requests and escalations, providing recommendations for continuous product and process improvement.
  • Formulate and implement a comprehensive Get-Well Plan, understanding all aspects of the situation.
  • Maintain consistent communication with accounts, from executive leadership to frontline administrators, building credibility through timely actions and responsiveness.
  • Coordinate with internal subject matter experts and stakeholders, acting as the focal point for all customer activities related to escalations.

Qualifications:

  • 5-7+ years of experience in a technical support role, preferably within cybersecurity.
  • Bachelor's or Master's degree in Computer Science or a related technical field (CISSP or other cybersecurity certifications are advantageous).
  • Proficiency in Linux.
  • Familiarity with technologies such as Perl, shell scripting, Docker, ELK, Hadoop, MongoDB, CentOS, Virtualization, Kafka, and GCP is a plus.
  • Experience with Salesforce, JIRA, and Datadog.
  • Understanding of regular expressions (Regex) and Python scripting.
  • Ability to differentiate between hardware and software issues and provide insights to the relevant development teams.
  • Strong process-oriented skills for troubleshooting, problem-solving, and resolution.
  • Capacity to thrive in a fast-paced technical environment with sophisticated cybersecurity products and frequent updates.

Compensation:

The base pay range for this position is $119,000-$149,500, reflective of base pay only and dependent on experience and geographical factors.

Why Join Exabeam:

  • Comprehensive Medical, Dental, and Vision benefits.
  • Flexible FSA/HSA options.
  • Generous Paid Time Off and Holidays.
  • Parental leave policies.
  • Supportive Remote/Hybrid work environment.

Exabeam is backed by prominent investors, ensuring a robust foundation for growth and innovation. For more information about our company and values, please refer to our official communications.