Senior Technical Support Engineer (EST)

Who We Are

Red Canary was founded to create a world where every organization can make its greatest impact without fear of cyber threats. We’re a cyber security company who protects, supports and empowers organizations to make better security decisions so they can focus on their mission without fear of cyber threats.

The combination of our market-defining technology and expertise prevents breaches every day and sets a new standard for partnership in the industry. We’re united in our commitment to customers and grounded in our values, which earned us a place on the Forbes Best Start-up Employers 2022 list. If our mission resonates with you, let’s talk.

What We Believe In

- Do what’s right for the customer

- Be kind and authentic

- Deliver great quality

- Be relentless

Challenges You Will Solve

As a Senior Technical Support Engineer you understand that while customers share many characteristics, each is unique and requires careful listening and critical thinking to triage and find the root cause of the issue at hand. Your success is measured by your ability to be an extension to our customers as well as your commitment to act with urgency, thoughtful responsiveness and the number of issues resolved.

You understand the balance between addressing immediate operational issues and root cause analysis, allowing you to deliver a phenomenal customer experience while at the same time identifying and addressing known failure modes. You consider your willingness to learn, resourcefulness, and patience as some of your strongest qualities.

What You'll Do

• Provide leadership and mentorship to the Technical Support team, ensuring adherence to processes and best practices.
• Review team members' tickets for quality, offering constructive feedback and corrective guidance as needed.
• Act as a trusted advisor on product functionality for customers, teammates, and third-party vendors.
• Oversee team workflows, ensuring timely prioritization and resolution of customer issues.
• Resolve complex issues by balancing customer needs, operational requirements, and root cause analysis, while assisting team members as required.
• Educate customers in ticket responses to maximize their product usage and share key insights with the broader team.
• Create, update, and share documentation to improve team knowledge and troubleshooting processes.
• Join customer calls to gather information, troubleshoot issues, and provide coaching to team members when needed.
• Collaborate with Product Management and Engineering to identify, reproduce, and resolve defects, and support the team with escalations.
• Identify and drive process improvement initiatives, advocating for adoption across teams and leadership.
• Conduct training sessions and develop learning materials to address team needs, fostering skill growth.
• Actively participate in on-call rotations, ensuring operational incidents are resolved effectively.

What You'll Bring

• 3+ years in a technical, customer-facing role, with expertise in troubleshooting and root cause analysis across various technologies.
• Proficiency in Windows, macOS, Linux environments, networking (TCP/IP, DNS, SSL), and debugging tools like Wireshark.
• Experience with third-party security agents, EDR tools, and cloud platforms such as AWS, Azure, or GCP (preferred).
• Hands-on expertise with infrastructure automation, deployment tools (e.g., SCCM, JAMF), and scripting languages like Python or Bash.
• Demonstrated experience in a team lead or mentorship role, with the ability to inspire and guide a technical team.
• Strong oversight abilities, ensuring adherence to processes, providing constructive feedback, and fostering accountability.
• A proactive approach to identifying team needs and delivering tailored training and development opportunities.
• Positive influence on team dynamics, with skills in conflict resolution and maintaining a collaborative environment.
• Exceptional written and verbal communication skills, ensuring clarity and professionalism in customer and team interactions.
• A customer-centric focus, demonstrating empathy, confidence, and the ability to navigate challenging situations.
• Sharp attention to detail, with the ability to identify and correct errors, ensuring high-quality outputs.
• Strong prioritization skills, effectively guiding team members to resolve issues efficiently and accurately.
• A resilient and proactive mindset, driving improvements and maintaining team morale under pressure.

The targeted base salary for this role is $100,000 - $104,500 per year. This role is also eligible for participation in the company's bonus program, and eligible for a grant of stock options, subject to the approval of the company's board of directors. The application deadline is January 3rd, 2025.

Benefit Highlights:

- 100% Paid Premiums:  Red Canary offers a 100% paid plan option for medical, dental and vision for you and your dependents. No waiting period.

- Health & Wellness - Access to mental health services, Employee Assistance Program and additional programs to incentivize healthy habits.

- Fertility Benefits: All new hires are eligible for benefits as of their first day.

- Flexible Time Off: Take the time you need to recharge including vacation, sick, bereavement, jury duty, and holidays. 

- Paid Parental Leave- Full base pay to bond/care for your new child.

- Pre-Tax Plans - Red Canary offers a variety of plans to fit you and your dependent specific needs including FSA, HRA and HSA, with employer funding to offset out of pocket health care expenses. 

- Flexible Work Environment- With 60% remote workforce, Canaries can work virtually from almost anywhere in the US.

Why Red Canary?

Red Canary is where people embody our mission to improve security outcomes for all. People work hard to maintain a culture that encourages authenticity in order to do your best work. Our people are driven and committed to finding the best security outcomes, delivering real and actionable answers, and being transparent along the way. 

At Red Canary, we offer a very rich benefits program to our full-time team members so they can focus on their families and improving our customers’ security. For a full list of benefits, please review our Benefits Summary:

https://resource.redcanary.com/rs/003-YRU-314/images/RedCanary_2025BenefitsSummary.pdf?version=0

Individuals seeking employment at Red Canary are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.