Technical Support

We are currently looking for a Technical Support Engineer who are interested in joining our Technical Support Team and creating an Award Winning World Class Support Organization. Some people like to solve complicated technical problems and some enjoy working in a fast-paced, high-intensity environment…AlienVault is looking for someone who loves both!

If you are looking for an opportunity or want to help grow and be a part of an Award Winning World Class Support Organization, this could be the role you have been looking for! As a member of The Alien Nation, you will be entering an exciting growth stage company with offices in Austin, San Mateo, Spain, and Ireland.

Roles and Responsibilities: 
WHAT YOU WILL BE DOING:

• Provide Technical Support to Customers over Portal, Email and Telephone mediums

• Solve Technical Challenges related to the Installation, Deployment and Management of AlienVault Technology

• Document, Escalate and Follow Through with Undesirable Product Conditions and/or Issues

• Create, Revise and Publish internal and public facing Product Solutions

• Interface with the Development, Engineering and Sales Teams

Key Competencies and Skills: 
WHAT YOU NEED:

• Intermediate Linux Command Line Experience

• Knowledge of Open Source products (OpenVas, WireShark, Snort, NESSUS, NFDump, nTop)

• Extensive Trouble Shooting skills involved with Appliance Installation, Deployment and Usage in a Complex Network Environment

• Deep Hands-On Experience Performing Network/System Administration and/or Technical Support in Complicated Multi-Device Networks

• Production use of CRM Systems (OTRS, SalesForce, Assembla etc.)

• Knowledge of RMA Procedures and EOL Policies

• Ability to Communicate in a Professional, Friendly and Effective Manner

• Proven Written and Verbal Communication Skills explaining complex procedures

• Previous Experience providing Technical Support for a Network Security Company specifically shipping Network Security Appliances

• Previous Customer-Facing role (Customer Service, Support, etc.)

• Ability to provide Technical Support while achieving a high level of Customer Satisfaction

• Strong Collaborator, Solutions Oriented Team Focused

• High-Energy person with an extremely Positive Attitude

• Must Play to Win

Education and Qualifications: 
Education: Typically a BS degree in Math, Science, Engineering, Computer Sciences and/or Technical Support related experience

Additional Information: 
WHAT YOU GET:

• Be part of a fast-paced growing company that offers a challenging and fun work environment

• Competitive compensation

• Work for a company that has won numerous industry awards

• Work for a company with strong year-over-year growth and a rapidly-growing customer base