Technical Escalation Engineer

As a Technical Escalation Engineer, you will be the Subject Matter Expert in several areas of the product, working closely with R&D and product to improve them while working with the technical support teams to make sure they have all the tools and knowledge to handle the questions about these features.  

What you will do

• Investigate and solve the most critical and complex issues, using various tools and technologies while collaborating and working hand in hand with our Product, R&D and DevOps departments.  
• Help the Technical Support organization to become more proficient and knowledgeable via training, mentoring and ad-hoc development of tools.
• Conduct code trace and source code analysis, mastering various debugging tools varying from Network to Application layer.
• Be responsible for identifying trends and providing an holistic view on the various product features and represent the voice of the customer in front of internal teams. 
• Manage highly complex cases and help the Technical Support teams drive faster resolution while reassuring our customers they are in the best hands possible.
• Influence the future of the product roadmap via features and bugs prioritization.

Requirements

What we are looking for

• Previous experience working as Escalation Engineer or Technical Support Engineer (Tier-2\3).
• Thorough technical and architectural knowledge for Security, Networking and Applications.
• Previous experience in working with Cyber Security products or technologies.
• Hands-on experience in either GCP, AWS, OCI or Azure - e.g. You should be able to setup a functioning Apache Web Server with MSSQL Database accessible through Load Balancer.
• Hands-on Linux Administration experience - e.g. troubleshooting performance issues with ‘top’ or analyzing core dumps is something you can guide others about.
• Outstanding Windows troubleshooting skills - you live and breath sysinternals suite and find it peculiar when others are concerned about modifying registry keys.
• Fluent spoken and written English as well as Japanese.  This role is likely to require direct communication with Japan-based customers in Japanese.
• Able to handle technically challenging and business sensitive situations coming from our most strategic customers. 
• Problem solving and troubleshooting skills is your comfort zone. You use various tools and technologies to analyze different problems and develop solutions or workarounds.
• Not necessary, but strong advantage for people with
  • In-depth understanding and hands-on experience with AV, NGAV and EDR technologies.
  • Familiar with the malware landscape and experience participating in a few IRs.
  • Experience with security products that utilize IOCs and coverage against MITRE’S ATT&CK Framework.
  • MCSE\MCITP certificate or equivalent knowledge - e.g. You are able to build a functioning Windows Domain with AD, DNS and CA.
  • Knowledge of how to use KQL to move around Kibana and generate cool graphs showing production-wide impact.