Technical Support Engineer

Technical Support Engineer

Gurucul is changing the way enterprises protect themselves against insider threats, account compromise and data exfiltration in both on-premises and cloud environments. The company’s user and entity behavior analytics (UEBA) and identity analytics (IdA) technology uses machine learning and predictive anomaly detection algorithms to reduce the attack surface for accounts, eliminate unnecessary access rights and privileges, and identify, predict and prevent breaches.

JOB DESCRIPTION:

Gurucul is seeking Technical Support Engineers to join our global technical support organization offering 24/7 support for our customers around the world. This is a dynamic role where you will provide technical product expertise and excellent customer experience around Gurucul’s core platform, and participate in ongoing projects around tools, knowledge management, our growing marketplace of solutions, and more.

RESPONSIBILITIES:

  • Provide outstanding service and technical support to Gurucul customers and maintain positive customer relationships
  • Take ownership of resolving customer problems while ensuring an outstanding customer experience
  • Champion our customers throughout the entire support case journey
  • Develop and maintain a deep understanding of the Gurucul product and related technologies, with a focus on our core platform
  • Follow documented processes while meeting contracted SLA’s
  • Troubleshoot technical issues to establish the root cause of problems and form a solution or workaround across a range of environments
  • Create, reuse, improve, and maintain quality knowledge articles as part of the case management workflow
  • Reproduce customer issues, file bug reports, raise issues to Engineering, and be the bridge between customers and product management / engineering teams
  • Drive continuous improvement of tools, processes, and product supportability
  • Perform other job-related duties as assigned and participate in special projects
  • Complete production planned activities within the approved time window

EDUCATION & EXPERIENCE:

  • Bachelor’s degree or higher in relevant field of study

Must have:

  • Outstanding interpersonal skills and excellent communication – both verbal and written
  • Foundational experience with UNIX (Linux, *NIX), LDAP, Windows, or Mac OS
  • Knowledge of scripting, SQL queries, having handled MYSQL or any RDBMS
  • Basic understanding of networking concepts (TCP/IP, UDP, DNS, NAT, gateways, etc.)
  • Logical approach to problem solving and strong troubleshooting skills
  • Excellent time management skills with the ability to adapt to changing priorities of customer issues
  • Demonstrated ability to learn new technologies quickly while remaining current with the latest industry knowledge
  • Passionate about working in a dynamic technical environment and supporting a product with frequent product releases and regular maintenance updates

Nice to have:

  • Experience in customer facing technical support, system administration role
  • Exposure to cloud technologies such as AWS (including Amazon EC2 and S3), Google Cloud Platform, or Microsoft Azure
  • Knowledge of Python, Perl and shell scripting, XML, HTML, or other scripting languages
  • Understanding of regular expressions (Regex) and relational databases
  • Prior experience working on monitoring tools like Nagios or any other

Compensation & Benefits:

  • $60,000 – $85,000
  • Gurucul offers a competitive compensation package, including medical/dental/vision/life insurance, EAP, 401K, Paid Time Off, and paid Holidays

SUBMISSION INSTRUCTIONS:

Submit resume/CV to jobs@gurucul.com for consideration.