Escalation Engineer

Exabeam in San Mateo, CA

  • Type: Full Time
position filled
Escalation EngineerSan Mateo, CACustomer Success Customer SupportExempt Full TimeExabeam is the Smarter SIEM company. We help security operations and insider threat teams work smarter, allowing them to detect, investigate and respond to cyberattacks in 51 percent less time. Security organizations no longer have to live with excessive logging fees, missed distributed attacks and unknown threats, or manual investigations and remediation. With the modular Exabeam Security Management Platform, analysts can collect unlimited log data, use behavioral analytics to detect attacks, and automate incident response, both on-premise or in the cloud. Exabeam Smart Timelines, sequences of user and device behavior created using machine learning, further reduce the time and specialization required to detect attacker tactics, techniques and procedures.Position OverviewExabeam is seeking a client-facing Escalation Engineer with a problem-solving mindset to support and resolve challenging and complex technical issues experienced by some of our highest-value customers. The Escalation Engineer will work as part of the Customer Success Team as the premier technical resource to identify, manage, troubleshoot, and resolve customer facing problems. The role will interface directly with both customers and engineering teams to ensure smooth and swift resolution. We solve challenging and complex problems every day, we collaborate and share knowledge with each other and innovate solutions enabling our customers to make the most of Exabeam s software. ResponsibilitiesBe the top technical resource for the company s most valued and strategic customersStudy customer data, environment and configuration to identify and narrow down root causePerform in-depth analysis of issues to support engineering fixes and highlight common issues and trendsAssist customers and front-line support engineers to diagnose, troubleshoot, and resolve customer issuesAct as a technical leader and assist in the growth of other engineers through one-on-one mentoring, one-to-many education scenarios and problem-solving collaboration. Ability to build business relationship with key customer contacts and Technical Account Managers and enhance the trustAbility to quickly identify customer issues to specific process, service or component; and being able to conduct in-depth analysis with the engineering group effectively. Develop tools, scripts to automate troubleshooting activities and explore diagnostic opportunity based on monitoring/alertsQualificationsBS/MS in Computer Science or related technical disciplineExperience with Linux is a mustCoding/Scripting experience (PowerShell, Python, Java etc..)Creative and critical thinking skillsMust be able to work well independently and in a team environment.Must be able to work in a fast-paced technical environment and sophisticated cyber-security products with frequent product releases and updatesSelf-motivated with a strong desire to reach your potential and grow your career at Exabeam with further opportunitiesHighly developed, process-oriented skills for troubleshooting, problem solving, and problem resolutionExabeam is privately funded by Lightspeed Venture Partners, Cisco Investments, Norwest Venture Partners, Acrew Capital, Icon Ventures, and investor Shlomo Kramer. For more information visit or follow us on LinkedIn and Twitter.

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