Senior Technical Support Engineer (EST)

Who We AreRed 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 SolveAs 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 …