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