Technical Support Engineer

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 Technical Support Engineer (TSE) 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

• Be a trusted advisor on product functionality for your customers and third-party vendors. 
• Drive resolution of complex issues with understanding of customer needs and concerns and deeper comprehension of product and issue relation.
• Strive to educate customers in ticket responses to ensure that they are getting the most out of our products.
• Create, update, and share documentation based on troubleshooting and new solutions
• Join calls with customers independently to gather information, walk through issues, and connect with customer
• Communicate with customers clearly, concisely, and professionally in both written and verbal communications
• Work with Product Management and Engineering to identify, reproduce, inform on, and resolve defects
• Consistently maintain timely communication with customers while maintaining case hygiene
• Participate in the team’s pager rotation, responding to operational incidents as needed
• Respond to and resolve issues reported by internal or external customers by debugging, performing root cause analysis, and working closely with partner technical support or engineering …