Tier 4 Support Engineer in Denver, Colorado at DataDeletionTarget

Swimlane is looking for a passionate, dedicated, and highly motivated Tier 4 Support Engineer to join our elite Technical Support Team (full-time position). As a Tier 4 Support Engineer, you’ll work closely with Platform and DevOps Engineering, Sales Engineering, and Professional Services teams. The ideal candidate will have solid .NET and web-based coding experience and enjoy directly helping cybersecurity professionals overcome complex technical issues in a consultant and mentorship capacity.

As a Tier 4 Support Engineer based in the USA, you will function as a software engineer that reads and writes code and integrates with Engineering but resides on the Technical Support Team to directly assist internal and external customers. You will be the last line of defense before cases are transitioned to Engineering for further triage if needed. You will help our internal and external customers update the Swimlane Platform and provide technical solutions, troubleshoot, and resolve problems. Also, you will help identify bugs/features and provide workarounds to the challenges the Swimlane Platform is facing. In addition, you will integrate very closely with Engineering, Professional Services, and Sales Engineering on various software deployment and product issues, and contribute to projects revolving around customer tools, knowledge management, and growing use cases for the Swimlane platform.

Location:

Fully Remote - United States

Who we are, and what we offer:

Swimlane is a rapidly growing, innovative startup with a passionate team focused on improving IT security practitioners' lives through security automation and orchestration. At Swimlane, we work with a cutting-edge technology stack to create and distribute products that empower Security Operations teams to automate time-consuming and repetitive tasks, allowing them to focus on the advanced security activities that are most important to their work. We are headquartered in the Denver, CO metro area, but our employees span 23 states and six countries. We offer competitive salaries and benefits, along with a community-based culture of transparency and innovation. Become a Swimlaner today!

For you to take care of yourself both professionally and personally, we offer a total rewards package that includes several great benefits, including:

• Medical, dental, and vision coverage paid by Company at 100% for employee & 50% for dependents
• 401(k) plan participation with 3% Company safe harbor contribution & 100% immediate vesting
• Unlimited PTO & 12 Company paid holidays
• Company paid short-term disability, long-term disability, basic life insurance, and AD&D
• Health Savings Account (HSA) for eligible plan participants
• Company-sponsored training & professional development opportunities
• Great company culture of collaboration and innovation

Here at Swimlane, our core focus is to Automate the World of Security and we strive to represent our five core values in all things we do:

• Punch above our weight class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.
• Be a happy innovator - The hard problems are the fun problems to solve, we’re excited to take on difficult challenges and find creative solutions.
• Always be leveling up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.
• Move at the speed of WOW - We work with an extreme sense of urgency, but we never compromise quality.
• Have honesty and integrity in all things - We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.

Key Responsibilities:

• Interact with internal and external customers over Support tickets and Zoom calls to help diagnose, troubleshoot, and resolve complex questions or problems in the areas of platform functionality, system configurations, bugs, and features
• Identify the root cause of problems and provide a solution or workaround across a range of environments
• Document, diagnose, and fix bugs, implement features, escalate cases to the appropriate Engineering team, and provide thorough documentation
• Develop or expand tools and scripts to help identify and troubleshoot issues that help improve Technical customer experience
• Quickly address high priority/time-sensitive issues and ensure that we excel at meeting our SLAs
• Expand the existing knowledge base by documenting customer best practices, how-to’s, and known workarounds
• Collaborate effectively across a wide range of customer-facing and internal technical teams to implement and ensure quality product enhancements
• Conduct periodic on-call duties

Key Requirements (must have):

• 3+ years of experience as a Tier 3 Support Engineer, Test Engineer, or Software Engineer
• Required strong experience with web-based applications (i.e. installation, development, troubleshooting, debugging, and testing)
• Technical experience:
  • Strong knowledge of C# and .NET Core
  • NoSQL databases - MongoDB
  • Real-time web applications - Web Sockets, SignalR
  • Containerization technologies - Docker, Kubernetes
  • Swagger/OpenAPI initiative
  • Experience in non-Microsoft tech stacks - Node, Python, Angular
  • Source control - Github
  • Unit testing
  • Experience with continuous integration - Jenkins, Travis, Circle, etc.
  • Experience working in Agile environments - JIRA, Slack
  • Knowledge of SaaS architecture and deployments - AWS, Google Cloud, etc.
  • Web and network protocols - HTTP, TCP/IP, TLS, DNS, etc.
  • Linux/Unix proficiency
• Experience with Enterprise software or B2B SaaS
• Incredibly organized
• Ability to learn and adapt to change quickly
• Desire to help customers resolve problems
• Excellent time management skills with the ability to prioritize issues effectively
• Incredibly sound verbal and written communication skills, and relationship-building capabilities
• Works well as part of a team and contributes to continuous improvement
• Bachelor’s degree in Computer Science, Information Systems, or comparable experience

Preferred Skills (nice to have):

• Previous experience with Enterprise or SaaS cybersecurity tools is a plus - SIEM, EDR, Threat Intel, Proxy, etc.
• Experience training internal teams is a plus

Please include links to your profiles on any of the following: Github, BitBucket, or StackOverflow.

Swimlane is at the forefront of the growing market for security automation and orchestration solutions that automate and organize security processes in repeatable ways to get the most out of available resources and accelerate incident response. Swimlane offers a broad array of features aimed at helping organizations to address both simple and complex security activities, from prioritizing alerts to remediating threats and improving performance across the entire operation.