Technical Support Engineer at Menlosecurity

Menlo Security's [Upgrade to PRO to see link] mission is enabling the world to connect, communicate and collaborate securely without compromise. COVID-19 has made our mission all the more real. We support customers across various enterprises including Fortune 500 companies, 9/10 of the largest global banks and the Department of Defense. The world has fundamentally changed. We are growing from 400 employees into the next phase of our journey, and we need passionate talent filled with empathy and agility. The right candidate for the job is ethical, hyper-organized, fanatical about seeing things through to completion, service-oriented, and humble enough to take feedback and coaching yet confident enough to provide feedback and coaching. Menlo is well-funded for growth and our investors are second to none. They include Vista Equity Partners (“Vista [Upgrade to PRO to see link] General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures. What You'll Do: - Be the first point of contact for our customers, managing tickets and urgent requests in line with SLAs - Support customers during implementation and production of Menlo products - Troubleshoot, reproduce, and analyze technical issues - Update internal databases with resolutions, findings, and feedback - Collaborate across Product, Sales, and Marketing teams to share insights - Proactively reach out to customers, follow up on issues, and introduce new features - Monitor social media and provide support where needed - Help build and maintain our knowledge base What You Bring: - 2+ years of experience in Tier 2 Technical Support (ideally in cybersecurity or software) - Strong hands-on knowledge of Linux and Windows OS - Familiarity with network protocols (TCP/IP, HTTP, proxies, load balancers) - Experience troubleshooting complex technical issues with a customer-first mindset - Great communication skills and fluent English - Team player with high energy and empathy - Experience with SaaS platforms (GCP a plus) - Knowledge of Kubernetes infrastructure is an advantage - BS in Computer Science or equivalent experience - Willingness to work off-hours as needed - On-call weekend services required as needed MSGL-I4 Why Menlo? Our culture is collaborative, inclusive, and fun! We have five core values: Stay Aligned, Get It Done, Customer Empathy, Think Creatively and Help Each Other Out. We believe in open communication, supporting new ideas, and sharing a mutual mindset of what we’re aiming to achieve together. There are tremendous opportunities to take initiative, implement new ideas, and have a hand in building a legacy. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability. TO ALL AGENCIES: Please, no phone calls or emails to any employee of Menlo Security outside of the Talent organization. Menlo Security’s policy is to only accept resumes from agencies via Ashby (ATS). Agencies must have a valid services agreement executed and must have been assigned by the Talent team to a specific requisition. Any resume submitted outside of this process will be deemed the sole property of Menlo Security. In the event a candidate submitted outside of this policy is hired, no fee or payment will be paid.