Senior Support Engineer at Threat Stack

| Greater Boston Area
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Threat Stack enables businesses of all sizes to securely leverage the benefits of cloud computing by identifying and verifying insider threats, external attacks, and data loss in real time. Purpose built for today’s infrastructure, Threat Stack’s comprehensive intrusion detection platform combines continuous security monitoring and risk assessment to help companies gain an unparalleled level of visibility at the speed and scale of today’s business. Located in Boston, Massachusetts, Threat Stack works with over 400 security-minded customers.

Threat Stack customers include savvy security professionals who like to take the Threat Stack application to its limits. We are seeking an engineer who wants to not only understand how these customers tick, but wants to share in the journey of understanding the application’s limits.

We are seeking a highly motivated Senior Support Engineer who is fanatical about helping customers succeed and loves to learn. You should be comfortable performing a wide range of technical and support activities – from answering emails to recreating customers’ environments and troubleshooting. You should have outstanding communication skills and the ability to pick up new things quickly and work in a dynamic team setting.

What you will do:

  • Provide world-class customer service throughout the entire customer lifecycle
  • Mentor team members on triage & tech
  • Triage and troubleshoot customers’ issues
  • Document and escalate software defects to the product development team
  • Maintain high customer satisfaction through proactive communication and ownership of issues
  • Be the team Subject Matter Expert on maintaining a server environment
  • Create, maintain and upgrade Support Engineering tools
  • Contribute to shared repositories of production support documentation, best practices and technical tips
  • Liaise with Product Management to communicate customer feedback
  • Work cross-departmentally with Sales, Support, and Product
  • Participate in an on-call rotation

What you bring to Threat Stack:

  • Confidence and character to maintain composure in challenging situations
  • Relevant support experience
  • Ability to communicate effectively with a highly technical customer base
  • Proactive and resourceful personality with the initiative to get things done
  • Experience with Linux/Unix

What gives you an edge for this job (e.g., preferred, but not required):

  • Cloud experience (AWS, GCP)
  • Experience working with containers
  • Experience with Information Security
  • Experience with Salesforce and Atlassian (Jira, Confluence)
  • Experience with one or more of the following technologies (Docker, Chef, Puppet, Ansible, Git, Kubernetes)
  • Experience in coding/scripting
  • Experience writing automated test cases and/or QA knowledge
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • RubyLanguages
    • ScalaLanguages
    • ReactLibraries
    • ReduxLibraries
    • AkkaLibraries
    • Node.jsFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • ElasticsearchDatabases
    • InVisionDesign
    • SketchDesign
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen


We're conveniently located in Downtown Crossing where there are endless coffee, lunch, and after work venues options with easy access to the MBTA.

An Insider's view of Threat Stack

How does your team reward individual success?

Anyone in the company can nominate anyone else for a "#OneStack Award," which recognizes a fellow employee going above and beyond their job duties. Our CEO personally gives these out at our monthly Town Hall meetings. Additionally, when a major project milestone is reached, the team responsible gets a 1/2 day out of the office for a team activity.


Technical Writer

How do you collaborate with other teams in the company?

Collaboration is one of our core values and everyone is extremely supportive to each other. We use an internal chat client. So my first step would be to post a question to a group chat and crowdsource and answer. I can @ individuals who I think would have unique insight or feedback, or since we're all in Boston, go discuss with them in-person.


Senior Technical Support Engineer

How has your career grown since starting at the company?

Since joining in early 2016, Threat Stack has not only helped me grow as a professional but also with finding a career path. Starting as a BDR, I was encouraged to pursue my interest in sales operations and was able to seamlessly move into a new area of the business. This was heavily supported by leadership through education and clear objectives.


Business Operations Manager

How does the company support your career growth?

Career growth is facilitated through constant communication. Team members are challenged to expand their skills via technical and non-technical endeavors. We've had Engineers transition into management, become Architects, become technical leads, and grow rapidly as Software Engineers which is a testament to our commitment to the team.


Software Engineering Manager

What are Threat Stack Perks + Benefits

Threat Stack Benefits Overview

Threat Stack offers comprehensive perks and benefits, including: Unlimited PTO (really!) and health benefits day 1.

Volunteer in local community
Friends outside of work
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Onsite Gym
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Fitness Subsidies
Professional Development Benefits
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Cross functional training encouraged
Promote from within
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