Product & Threat Hunting Support
Arlington, VA

Job Description

Purpose

Endgame's Senior Product Support Engineer (Product & Threat Hunting Support) will provide expert technical support to customers using Endgame's Cyber Operations Platform to protect and defend their network. As the voice of the customer, you will work across teams to quickly resolve complex support requests while proactively driving product improvements on their behalf. You'll use your knowledge of cyber adversary tactics, techniques, and procedures to help customers use the product to successfully achieve their endpoint protection objectives. The Senior Product Support Engineer will work closely with the sales team to identify and target opportunities for renewals and expansions in customer environments.

Responsibilities

* Process inbound telephone and email requests to troubleshoot complex systems, software, and networking problems
* Work across Endgame functional teams to drive quick resolution to customer issues
* Keep customers fully updated while effectively managing expectations, ensuring an exceptional customer experience
* Build and foster symbiotic relationships with partners and customers
* Understand customer business needs and use cases, driving product improvements on their behalf
* Ensure customer issue resolution is completed well before basic service level agreement targets
* Proactively identify opportunities for process, product, and customer satisfaction improvements as well as opportunities for renewals and expansions within the current customer base
* Develop and maintain quality customer-facing documentation and self-help resources
* Create and maintain quality customer-facing documentation and self-help resources
* Ensure customers are successful with using the product within their environment to hunt for threats and identify compromised hosts
* Other duties as assigned

Requirements

* US Citizenship
* 4+ years' customer support or related experience with demonstrated accomplishments in the role
* Strong understanding of Linux, Windows, and macOS internals & administration (networking stack, processes, services, registry, users, etc.)
* Previous experience with a host based protective or investigative product
* In-depth knowledge of cyber adversary tactics, techniques, and procedures (previous experience in a SOC is a plus)
* Ability to deliver product and threat hunting training courses
* Experience with large scale, complex enterprise troubleshooting
* Must be self-driven and proactive
* Experience troubleshooting a distributed computing system
* Ability to learn technology and solutions quickly, becoming an expert
* Outstanding customer-facing soft skills
* Experience supporting cloud or local deployments of cyber security products
* Programming, database, and/or scripting skills preferred
* Understanding of agile software development, the product development lifecycle, and best practices preferred
* Experience with JIRA, Zendesk, or other ticket management tool preferred
* Ability to travel 20%
* Ability to support on-call rotation after hours 25%

Endgame is unable to sponsor H1-B or other visas at this time.

Endgame is an Equal Opportunity Employer. All applicants are considered for employment without regard to race, color, religion, sex, age, ancestry, national origin, disability, veteran status or any other characteristic protected by federal, state or local laws.