Technical Support Engineer

Job description

The Customer Support Engineer role at EclecticIQ is a hands-on role that works collaboratively to resolve complex technical issues where in-depth knowledge, applied skills, patience and precision are required. You will be responsible for conducting root cause analysis, successfully diagnosing and resolving various types of (complex) issues for our Threat Intelligence Platform customers.

The Customer Support function also contributes to the development of delivery and support methods for our products and services across multiple environments, including integrations lab networks, demonstration capabilities, support problem reproduction infrastructure, intelligence delivery networks, cloud infrastructure etc.


Responsibilities

  • Interact with customers to help to solve incidents and problems;
  • Work with the Technical Solutions team to help maintain customer deployments;
  • Building and maintaining an efficient professional relationship with the Engineering and Sales Engineering teams in a highly collaborative environment;
  • Operate in an explicitly client-facing role;
  • Regularly report to the head of Customer Operations;
  • Travel in between EclecticIQ offices and internationally when applicable.

Requirements

  • Minimum of 5 years of experience and practice of software product support and customer interaction;
  • College degree/HBO in an IT-related field, or adequate relevant work experience;
  • Advanced skills of Linux (RHEL, CentOS) system administration, deployment and troubleshooting;
  • Sound knowledge of internet technologies, including IP routing, DNS, Web services, network security, SE Linux, App Armor;
  • Demonstrable experience in virtual machines and cloud computing (in particular with VMware vSphere and AWS);
  • Ability to read and to use various scripts (Bash and Python);
  • SQL database administration knowledge (PostgreSQL);
  • Familiarity with Nginx, Elasticsearch (all ELK), Splunk etc.;
  • Familiarity with containers, dockers and kubernetes;
  • Knowledge of threat intelligence or cyber security is an advantage;
  • RHEL certification or similar is an advantage;
  • CompTIA Security+ certification or similar is an advantage;
  • Professional and personal integrity, paired with strong ethics;
  • Excellent people and customer skills; respectful, polite, helpful and friendly attitude;
  • Clear and effective communication with customers verbally and in written format, mostly remotely (via e-mail, phone, teleconference, web, social media, etc.);
  • Collaborative, “can-do”, positive attitude;
  • Willingness to continuously learn and to improve themselves as a professional and as a human being;
  • Fluency in English is a must - French, Italian, Arabic or Japanese as an additional language is an advantage.


Benefits

Working with EclecticIQ means an exceptionally challenging and dynamic industry that has a positive impact on the world. We do what really matters! We offer a full-time position with a competitive salary and secondary benefits package (including collective health insurance discount, travel reimbursement and more). Besides our 24+1 PTO days, we have a remote-friendly work environment - not only you are welcome to work from home, but we also support that with our Home Office Reimbursement Policy. What is more, you are free to work from abroad for up to two months each year without using your holidays. EclecticIQ commits to supporting families and parents, therefore we binned the 9 to 5 culture and offer flexible work hours for all of our employees. All employees at EclecticIQ are part of our appealing Education Program with an annual budget and a corporate Coursera account. Our teams are humble, effective, transparent, and lifelong learners - while we love experiments and research, we are not afraid to make decisions. We are backed by international investors to build the future together!


About EclecticIQ

EclecticIQ is a global threat intelligence, hunting and response technology provider. Its clients are some of the most targeted organizations, globally. To build tomorrow’s defences today, they have to understand the threats against them – and align their efforts and investments to mitigate their risks. EclecticIQ helps governments, large enterprises and service providers manage threat intelligence, create situational awareness and adopt an intelligence-led cybersecurity approach. EclecticIQ extended its focus towards hunting and response with the acquisition of Polylogyx’s endpoint technology in 2020. Founded in 2014, EclecticIQ operates globally with offices across Europe, North America, and via value-add partners.

More info: www.eclecticiq.com


In case of any questions or queries, please reach out to our Talent Management Partner at brenda@eclecticiq.com.

The selection process may include security screening and/or background checks.