Technical Support Engineer (Remote or Denver)
Why Red Canary
Red Canary is a security operations partner for modern businesses, deployed in minutes. We empower security teams to quickly identify and shut down attacks that have bypassed traditional security technology—all at a fraction of the cost of building out their internal teams and architecture.
Why You Matter
An exceptional Technical Support Engineer understands that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand. Your success is not only measured in terms of response time and number of issues resolved, it is measured by your commitment to act with urgency as an extension of the customer team.
Who You Are
- A trusted partner on product functionality for your customers
- Able to effectively prioritize and escalate customer issues to the appropriate internal teams
- A listener first, adept at working across internal and external teams with competing priorities
- Independent and self-sufficient, focused on the needs of your customers and genuinely excited about forging a path forward when none exists
- Willing to push back on customers when in their best interest; comfortable with difficult conversations
- Proactive in watching tickets enter the queue, juggle multiple priorities, prioritize, communicate via multiple channels
- Strong written and oral communication skills with proven ability to initiate and manage relationships via phone
- Maintain accurate account information to ensure seamless communication between internal teams regarding customer satisfaction
- Communicate defects to the Engineering team and help test new releases
- Develop and update best practice knowledge base and blog posts
- Partner with Customer Success team to assess client needs, provide advanced troubleshooting and solutioning to ensure ongoing customer engagement
Working at Red Canary
You will work with an exceptionally talented team that is solving problems facing every business. Additional benefits of working at Red Canary include:
- Exceptional healthcare and dental coverage including fully paid premiums
- Flexible time off and leave benefits
- 401k and flex-spending accounts
- Fitness, phone and discretionary stipends
Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.