Alert Logic has sparked change in the cybersecurity world. As the industry’s first MDR provider, we protect organizations 24/7 and ensure they have the most effective response to resolve whatever threats may come. Our customers are winning, our business is growing, and our employees are innovating as they expand their careers. Our journey requires more great people, so we are hiring across the company, what we call the “First Team.” If you are energized by a culture with a mission to eliminate the constant fear of impact from cyber threats and attacks, come join us at Alert Logic!

Job Title:

Professional Customer Technical Engineer (CTE)

Job Summary:

Alert Logic is seeking a Professional CTE to join our CTE team! You will join some of the industry’s brightest minds that provide our customers and partners with security value and outcomes. The CTE Team works closely with our Alert Logic Customer Success Management team to reach the desired security outcomes and ensure ongoing satisfaction for our largest customers. This role will allow the right candidate to grow and develop their skills in a supportive environment where they are able to influence change.

A good working knowledge of the Alert Logic products and services, and the 3rd party tools and technologies that their customers interact with, as well as customer relationship management skills, are required to ensure the Professional CTE can understand the customers' business goals and carry out the required tasks to deliver the solution.

Primary Responsibilities:

• Be assigned to Alert Logics Enterprise customers with responsibility for ongoing health of your assigned customers.
•  Have a good understanding of designated customer environments, what they use to deploy and where they would like to protect
•  Quickly obtain a strong understanding of Alert Logic technology and platform for health troubleshooting activities. · Take ownership of assigned customer technical escalations either through monitoring Zendesk or from the customers themselves seeking mentorship or advise from senior member of the team where required. · Monitor support requests to ensure timely resolutions and advocate for changes to product and Operations processes to improve service quality and customer experience
•  Effectively communicate with both technical and non-technical resources by establishing personal relationships with assigned customer technical resources and decision makers
•  Work very closely with customers and their stakeholders to develop, maintain, and execute plans to make sure customers get the most value out of Alert Logic services
•  Work with senior members of the team to provide product feedback, technical feedback and escalate technical bugs to internal product management and engineering teams
•  Establish and maintain visibility to product roadmaps and continuously hone technical product knowledge
•  Assist in developing cross-departmental tooling

Required Skills and Experience:

• 2 – 4 years of relevant experience in a customer-facing technical engineer/support role
•  Working knowledge with data center infrastructure like physical server and networking platforms, VMWare or IaaS in public clouds such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud
•  Working knowledge of network configuration and troubleshooting
•  Understanding of security best practices related to Cloud, operating systems, and networks
•  Attention to detail in documenting information and ability to show ownership of follow through in customer resolutions
•  Understanding of Windows or Linux based operating systems/administration,
•  Basic understanding of logging and data formats like XML, JSON & Syslog, web servers like IIS, Apache & NGINX
•  Basic understanding of network protocols like TCP/IP, DNS, HTTP, HTTP/s, TLS/SSL
•  Instinctual ability to troubleshoot technical problems
•  Strong written and verbal communications skills
•  Strong presentation skills
•  Comfortable combining technical expertise and customer facing skills to achieved customer goals

Preferred Skills and Experience:

• Understanding of compliance frameworks like PCI, HIPAA, SOX, GLBA or NIST is a plus
•  Understanding of scripting languages such as: Java, Bash, Perl, Python, PowerShell
•  Understanding of automation tools such as: Cloud Formation Templates, Chef, Puppet, Ansible

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled.  The above information has been designed to indicate the general nature and level of work performed by employees in this classification.  It is not designed to contain or to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of the employee assigned to this job.