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Escalation Engineer, Japan

exabeam · 22 days ago
Negotiable
Full-time
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Exabeam is a global cybersecurity leader that delivers AI-driven security operations. The company was the first to put AI and machine learning in its products to deliver behavioral analytics on top of security information and event management (SIEM). Today, the Exabeam Security Operations Platform includes cloud-scale security log management and SIEM, powerful behavioral analytics, and automated threat detection, investigation and response (TDIR). Its cloud-native product portfolio helps organizations detect threats, defend against cyberattacks, and defeat adversaries. Exabeam learns normal behavior and automatically detects risky or suspicious activity so security teams can take action for faster, more complete response and repeatable security outcomes.

Detect. Defend. Defeat.™ Learn how at www.exabeam.com

We’re looking to hire a Escalation Engineer who will provide technical assistance, troubleshoot and resolve customer problems, interface with engineering on various product issues, and contribute to projects revolving around tools, knowledge management, our growing marketplace of solutions, and more.

This will start as a remote role in the Tokyo, Japan area and gradually move into a hybrid role as we resume face to face collaboration.

Responsibilities:

An Escalation Engineer is responsible for providing technical support and assistance to customers who have reported issues that have been escalated. Some specific responsibilities may include:

  • Troubleshooting and resolving complex and high-priority customer issues that have been escalated to them.
  • Communicating with customers to gather information about their issues and provide updates on the status of their requests.
  • Collaborating with other teams such as sales, product development, and quality assurance to ensure that customer needs are met.
  • Keeping up to date with product updates and changes to ensure that support is provided accurately and efficiently.
  • •Identifying and documenting patterns or trends in customer issues to aid in product development and improvement.
  • Providing training and documentation to customers on the use of the product
  • Continuously improving customer satisfaction through effective problem resolution and communication.
  • Participating in on-call support rotation to ensure 24/7 coverage and availability.
  • Maintaining accurate and detailed records of customer interactions and issue resolution
  • Communicating with other teams and department to ensure that customer issues are resolved in a timely manner.
  • An Escalation Engineer should have a good understanding of the technical aspects of the products they support and be able to diagnose and troubleshoot issues effectively. Additionally, they should have strong communication and customer service skills to effectively interact with customers and other teams. They should also have a high level of technical expertise and experience to effectively handle complex and escalated issues.

Requirements:

  • 5+ years of experience in a technical support function (knowledge of cybersecurity is a plus)
  • BS/MS in Computer Science or related technical discipline
  • Experience with Linux, Network troubleshooting and Google cloud
  • Preferred: Experience with Salesforce, JIRA and Grafana
  • Understanding of regular expressions (Regex) and Python scripting

Preferred but not required: 

  • CISSP or other cybersecurity certification
  • Perl and shell scripting, Docker, ELK, Hadoop, MongoDB, CentOS, Docker, Virtualization, Kafka, GCP

Exabeam is privately funded by Blue Owl Capital, Lightspeed Venture Partners, Cisco Investments, Norwest Venture Partners, Acrew Capital, Icon Ventures, and investor Shlomo Kramer. For more information visit https://www.exabeam.com or follow us on LinkedIn and Twitter

In connection with your application and communications with Exabeam, we will have access to some of your personal information.  We have technical and organizational measures in place to ensure this information is protected.  For more information about how we use and/or protect your personal information, including the categories of information collected, categories of use, and purpose of use, is available on our Privacy Policy at https://www.exabeam.com/legal/privacy-policy/.

Last updated on Mar 21, 2024

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