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Senior Consultant System Integration - AlienVault

Austin, Texas

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We are currently looking for Support Escalation Engineers who are interested in joining our customer support team and creating an award-winning World class support organization. Some people like to solve complicated technical problems and some enjoy working in a fast-paced, high-intensity environment… AlienVault is looking for someone who loves both!

WHAT YOU WILL BE DOING:
  • Working on complex issues affecting our customer base, often including key accounts and unique environments.
  • Problem analysis and root cause documentation for all issues
  • Work with all departments to facilitate issue resolution of problems escalated by other elements of the Technical Support and Customer Success teams
  • Monitor and manage escalations
  • Review escalated issues to identify trends and communicate to product management
  • Provide recommendations for improving existing processes and procedures
  • Consistently model the highest levels of teamwork and professionalism
  • Learning and staying up to date with product releases and environment changes
  • All other duties and responsibilities and may be assigned

  • WHAT YOU NEED:

    • Bachelor's of Science Degree or equivalent; CS or EE preferred
    • 5+ years experience in technical troubleshooting and root cause analysis
    • Several years experience working with Linux systems, networking technologies and cloud deployed applications
    • Background in working with enterprise-class customers and large-scale, production web application deployments
    • Experience working with VMware
    • Experience in shell or other scripting languages
    • Fluency in English (Spanish a plus)
    • Excellent verbal and written communication skills.
    • Strong awareness of knowing when to escalate internally to management
    • Self-starter with strong work ethic and ability to excel as part of a geographically diverse team
    • Comfortable managing multiple, high-priority issues simultaneously
    • Strong decision-making, organizational and time management skills
    • Able to set and manage expectations
    • A fast learner is a must with an ability to share knowledge with others

    • PREFERRED SKILLS AND EXPERIENCE:
      • Experience working with customers that have to meet compliance requirements (e.g. SOC2, PCI, HIPAA, etc.) a huge plus
      • Knowledge of enterprise security/threat intelligence/threat detection a big plus.
      • Experience troubleshooting Java based applications a big plus
      • Experience working with AWS and Hyper-V
      • Experience in ElasticSearch a plus
      • Knowledge of microservice architectures
      • Open source security tools: osquery, snort, Metasploit, Nessus

Job ID 1905019 Date posted 02/12/2019

Enjoyable, great benefits, good pay, little cog BIG SYSTEM

Pros

GREAT benefits, very understanding, and an excellent environment that fosters great leadership

Cons

Due to the separation and mergers of companies, the internal systems are difficult to navigate, sometimes redundant, or just plain confusing.

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