Technical Support Engineer

| Greater Boulder Area
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Technical Support Engineer

About us;

LogRhythm, a Thoma Bravo company is a world leader in NextGen SIEM, empowering thousands of enterprises on six continents to successfully reduce cyber and operational risk by rapidly detecting, responding to and neutralizing damaging cyberthreats. LogRhythm’s technology serves as the foundation for the world’s most modern enterprise security operations centers (SOCs), helping customers measurably secure their cloud, physical, and virtual infrastructures for both IT and OT environments. Built for security professionals by security professionals, the LogRhythm NextGen SIEM Platform has won countless customer and industry accolades.

Who we are looking for;

We are seeking a Technical Support Engineer to join our team at our corporate office in Boulder, Colorado. We support over 4,000 global customers who are reliant on our software solution. The primary function for this role is to provide an excellent customer experience, centered on great technical support to LogRhythm customers. This role will work cross functionally with engineering, fulfillment, and sales.

The Technical Support Engineer will begin work by immersing themselves in the LogRhythm software, its functionality, operation, and underlying technology. There will be formal and informal training for the Technical Support Engineer to become a subject matter expert on LogRhythm's products. This is an opportunity to enter the exciting world of network security, audit, compliance, and technical operations.

Here’s an overview of the responsibilities & challenges ahead;

  • Prioritize incidents based on impact and severity while ensuring SLA’s are met.
  • Act as a single point of contact for incidents raised by our customers.
  • Identify, diagnose and resolve incidents and problem cases relating to software and/or hardware challenges.
  • Talk customers through a series of actions, either via remote session, phone or email until the issue is resolved.
  • Track incident progress and analysis using our ticketing system as a point of reference.
  • Provide prompt and accurate feedback to customers.
  • Leverage the internal knowledge base to minimize time to resolution
  • Contribute to the knowledge base where newly discovered issues occur and are resolved by you.
  • Elevate unresolved issues to appropriate internal teams
  • Gather appropriate evidence to contribute to ongoing support of incidents.
  • Rule out know fixes within Knowledge base
  • Rule out common steps to resolve issues
  • Manage your own backlog of incidents
  • Follow up with clients daily to ensure they are kept up to date on progress or are progressing your requests in a timely fashion.
  • Manage escalations as part of a customer assurance program.
  • Prepare accurate and timely reports of all open incidents in accordance with the agreed action plan for that customer escalation.
  • Maintain open communications with customer at a higher level than incidents to provide holistic visibility of ongoing issues.

 Additional responsibilities:

  • Manage your day to day scheduling to ensure time is given for personal development and training.
  • Work with your manager to establish a technical training and personal development roadmap.
  • Contribute to the overall success of ongoing projects as part of the global organizational objectives laid out by the leadership of the org.
  • Contribute to the overall development of the support organization through mentoring, leadership and coaching.

Required Skills:

Essential:

  • Experience in application support, server support, network support or similar skill set.
  • Hands-on experience with Windows and Linux environments
  • Windows Server configuration and administration
  • Good understanding of networking technologies such as firewalls, switches and routers.
  • Familiarity with remote support technologies and help desk software (eg. WebEx, GoToMeeting, Salesforce))
  • Excellent problem-solving and communication skills.
  • Strong written and verbal communication skills.
  • Ability to provide step-by-step technical help on the phone, via remote session and email.

Nice to Have:

  • Certification in Microsoft, Linux, Networking or similar technologies.
  • Microsoft SQL Server installation and administration
  • Experience with logging systems (e.g., Syslog, Windows Event Log, SNMP & API)
  • Strong organizational skills – comfortable with managing and prioritizing customer cases you own.

Technology Exposure:

As part of your career at LogRhythm you will have the opportunity to gain exposure to the following technologies through incident handling:

  • Windows Server 2008R2 onwards
  • MS SQL Server 2008 onwards
  • Linux server (CentOS & RHEL)
  • ElasticSearch
  • Grafana, Kibana
  • Network Appliances familiarisation (F5, Checkpoint, Cisco)
  • Syslog, SNMP, File Integrity Monitoring, Network monitoring (PCAP)

Workplace equality and inclusion are not just words or topics for LogRhythm, they are part of our core values, beliefs, and essential to our culture. We hire the best of the best and do not discriminate based on race, gender, age, religion, sexual orientation, identity, or other personal factors. LogRhythm was built on the principals of innovation, dedication, creativity, and commitment. It is through these essential areas we were able to grow as an equal and inclusive workplace, one where our employees feel respected and safe in.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • PythonLanguages

Location

4780 Pearl East Circle, Boulder, CO 80301

What are LogRhythm Perks + Benefits

LogRhythm Benefits Overview

Free Food- Lunch every Friday is on us. And to get you through those other days, there’s Monday cinnamon rolls, fro-yo gatherings and plenty of birthday cake.

LoGiving- We are dedicated to giving back and empowering our employees, customers, and communities.

Wellness- We are competitive when it comes to wellness. Sign up for our activity competition and get a free fitness tracker. Discounted gym memberships, annual health screenings and flu shots are here for you, too.

While at work- On-site yoga, gym, pool bikes, ping-pong, foosball and weekly meditation. Or get outside on the Boulder Creek Path.

Employee referral program- We know the best people know the best people.

Health- Benefits include top-of-the-line health insurance and a generously funded HSA.

Work life balance- We mean it. Flex time off, 12 sick days, 9 company holidays and company-sponsored volunteering opportunities. Oh and take your birthday off — it’s policy.

Culture
Volunteer in local community
Our employees participate in a number of volunteer activities every year, such as the Pedal 4 Possible charity bike ride and Boulder Open Space cleanups.
Partners with Nonprofits
Every year, we run donation drives for Coats for Colorado and Community Food Share. We also participate in a number of other activities organized by our Logiving committee.
Friends outside of work
Eat lunch together
Intracompany committees
To support our community, LogRhythm created Logiving, a committee of LogRhythm employees across the company dedicated to giving back. To read about their work, visit logrhythm.com/about/logiving/
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Diversity
Dedicated Diversity/Inclusion Staff
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
LogRhythm employees can contribute up to $2700 annually to their FSA for the 2019-2020 plan year.
Disability Insurance
Disability insurance covers 60% of base weekly pay for short-term disability insurance and 60% of base monthly pay for long-term disability insurance.
Dental Benefits
Vision Benefits
Health Insurance Benefits
LogRhythm provides health insurance benefits.
Life Insurance
Life insurance is offered in $10,000 increments up to $1,000,000 or up to six times annual salary, whichever is less.
Pet Insurance
LogRhythm provides access to pet insurance.
Wellness Programs
LogRhythm's health and wellness programs include the bi-annual Biggest Logger competition and corporate discounts to certain fitness clubs.
Onsite Gym
Team workouts
LogRhythm's fitness offerings include an on-site gym, yoga classes, and the bi-annual Biggest Logger competition.
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
LogRhythm provides up to 8 weeks of parental leave (and 12 weeks of FMLA) for the primary caretaker and the secondary caretaker.
Flexible Work Schedule
LogRhythm provides employees with a flexible work schedule, including flexible start and end times.
Remote Work Program
Our remote work program includes full-time remote work for specific positions, as well as the ability for on-site employees to work remotely as needed.
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Company sponsored family events
LogRhythm offers multiple family-oriented events every year, including Logtoberfest, Bring Your Child to Work Day, and Bring Your Dog to Work Day (DogRhythm).
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
LogRhythm offers paid sick days.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Company outings at LogRhythm include Logtoberfest and summer happy hours.
Game Room
Stocked Kitchen
LogRhythm has fully stocked kitchens, including unlimited coffee, tea, soda, and sparkling water. There are also vending machines in each building.
Some Meals Provided
Happy Hours
Happy hours are hosted on occasion .
Parking
LogRhythm offers employees free on-site parking.
Pet Friendly
LogRhythm participates annually in Bring Your Dog to Work Day.
Recreational Clubs
LogRhythm sponsors office sports leagues, including softball and hockey.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
LogRhythm encourages professional development, including by offering opportunities for on-site and virtual training.
Diversity Program
Lunch and learns
LogRhythm hosts lunch and learn meetings for employees throughout the company.
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes leadership mentoring.
Online course subscriptions available

Additional Perks + Benefits

Flexible Paid Time Off, Birthdays required off. Free Food Fridays. Yoga and Meditation Classes. Foosball, Ping Pong and Arcade Games.

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