Technical Support Engineer

| Remote
Why You Matter
 
An exceptional Technical Support Engineer (TSE) 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 measured by your ability to be an extension to our customers as well as your commitment to act with urgency, thoughtful responsiveness and the number of issues resolved. 
Why Red Canary
 
Red Canary was founded to make security for every business better by protecting organizations around the world from cyber threats. Our combination of market defining technology, processes, and expertise delivered using an innovative SaaS model is preventing breaches every day.
 
We are completely changing the way security is delivered and setting the new standard for security vendors. We are passionate. We have big goals. And we are looking for the best people to join us.
Note: The Technical Support team is currently fully staffed, but we will continue to review all applications. Please also be aware that at this time, Red Canary is only able to hire individuals who are geographically located in the United States or United States Territories.

What You'll Do

  • Be a trusted partner on product functionality for your customers and third-party vendors. 
  • Partner with Customer Success team to assess client needs, provide advanced troubleshooting and solutioning to ensure ongoing customer engagement.
  • Communicate defects to the Engineering team and help test new releases.
  • Maintain accurate account information to ensure seamless communication between internal teams regarding customer satisfaction.
  • Be proactive in watching tickets enter the queue, juggle multiple priorities, communicate via multiple channels.

What skills will make you successful as a TSE at Red Canary:

  • Have troubleshooting experience Linux and Windows environments, Networking (TCP/IP, DNS, Wireshark), SSL decryption, Third-party agents 
  • A listener first, adept at working across internal and external teams with competing priorities.
  • Understand how to prioritize and escalate customer issues to the appropriate internal team.
  • 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.
  • Strong written and oral communication skills with proven ability to initiate and manage relationships via phone.

Preferred Skills:

  • Strong experience in Linux command lines.
  • Hands on experience with Carbon Black, Crowdstrike, and/or Endgame. 
  • Ability to deploy software (SCCM, JAMF, Batch).

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.

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Technology we use

  • Engineering
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • RubyLanguages
    • jQueryLibraries
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • RedisDatabases
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM

Location

We are in the heart of Downtown Denver one block from Union Station. We provide an RTD pass and you have access to 100's of restaurants and events.

An Insider's view of Red Canary

What's something quirky about your company?

There’s a thing we do at Red Canary called BEASTMODE. On a quarterly basis, everyone comes to Denver and we spend three intense days together.The reason it’s called BEASTMODE is that in the very early days of the company, we’d spend endless hours in a single room, fueled by ample amounts of caffeine, building a company of which we could be proud.

Dave

Director, Customer Success

What projects are you most excited about?

The Cyber Incident Response Team (CIRT) reached the milestone of 10,000 spec/unit tests to validate our detection logic, an indicator of how diligently we maintain our detectors. Continued validation that everything is working as anticipated is key to ensuring a successful security program.

Joe

VP, Customer Security Operations

What makes someone successful on your team?

Providing such an exceptional level of support and care that our customers renew and expand their commitment to partnering with us. I hope that the Red Canary level of post-sale support becomes the model our competitors and partners are chasing.

Stacie

VP, Customer Care

How do you empower your team to be more creative?

As we continue to grow and add specialized focus across digital media, video, and an even more robust content program, I want the team to be able to take all the great insights and educational pieces and recommendations and make it easy for people to find them, understand them, and implement them. To be able to use what we’re doing in marketing in

Brianne

Director, Marketing

What’s the vibe like in the office?

I am most proud of the fact that the culture of the team has not only stayed in tact, but has matured and elevated, despite the rapid growth. Senior team members constantly go out of their way to ensure that new CSEs are welcomed, growing, and set up for success. Success is rooted in team dynamics and culture.

Robbie

Director, Customer Solutions Engineering

What are Red Canary Perks + Benefits

Red Canary Benefits Overview

Exceptional healthcare and dental coverage including fully paid premiums
Flexible PTO
401k and flex-spending accounts
100% employer paid long and short term disability
Monthly stipend for personal fitness and cell phone
Yearly discretionary stipend of $1000

Diversity
Documented equal pay policy
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 8 weeks of parental leave for new parents.
Vacation & Time Off Benefits
Generous PTO
Red Canary offers Flexible Time Off for vacation time as well as sick time and other leave benefits.
Paid Holidays
Paid Sick Days
Employees receive 80 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Fitness Subsidies
Professional Development Benefits
Lunch and learns
We host a chalk talk every Friday afternoon
Cross functional training encouraged
Promote from within

Additional Perks + Benefits

Quarterly all company meetings where we bring in all of our remote team members to build camaraderie, align and learn.

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