Technical Support Engineer - US - Distributed

Menlo Security's mission is enabling the world to connect, communicate and collaborate securely without compromise. COVID-19 has made our mission all the more real. We support customers across various enterprises including Fortune 500 companies, 9/10 of the largest global banks and the Department of Defense.

The world has fundamentally changed. We are growing from 400 employees into the next phase of our journey, and we need passionate talent filled with empathy and agility. The right candidate for the job is ethical, hyper-organized, fanatical about seeing things through to completion, service-oriented, and humble enough to take feedback and coaching yet confident enough to provide feedback and coaching.

Menlo is well-funded for growth and our investors are second to none. They include Vista Equity Partners (“Vista”), General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures.

Qualifications:

• 2 to 4 years of experience in customer support in enterprise cloud/network security, or IT admins of security services/devices

• Fast learner and self-starter.

• Excellent verbal and written communication and interpersonal skills

• Ability to troubleshoot HTTP/HTTPS and cybersecurity related technologies

• BS or MS in EE or CS/CE, Math, Physics or related fields

• Good working knowledge of TCP/IP, Internet technologies

• Demonstrate strong analytical and problem-solving skills

• Duties may require being on call periodically and working outside normal working hours (evenings and weekends)

Role and Responsibility:

• Lead troubleshooting effort to resolve customer reported issues via phone and/or e-mail or remote session

• Document thought process, log analysis results and steps performed in change requests.

• Provide configuration/policy/design recommendation and assistance in customer deployment.

• Create knowledge base articles and best practice documentation

• Recreate customer reported issues both in Cloud environment and OVA/appliance

• Assist engineering and operations teams to investigate and resolve software or cloud platform issues

• Perform patch qualification related tasks such as bug fix verification

• Analyze log data, HAR file, network packet traces, HAR file, or Net log to identify the source of a problem.

• Ensure customer’s reported issues are resolved to the customer’s satisfaction in a timely manner.

Our Compensation and Benefits

At Menlo Security, Base Salary is one part of our competitive total compensation and benefits package and is determined using a salary range. The base salary range for this role is $80,000 - $140,000.

In accordance with NY, CO, CA, and WA law, the range provided is Menlo Security’s reasonable estimate of the base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location. All employees may be eligible to become Menlo Security shareholders through eligibility for stock-based compensation grants, which are awarded to employees based on company and individual performance.

Menlo Security does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Menlo Security. 

Menlo Security is an equal opportunity employer. All aspects of employment will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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Why Menlo?

Our culture is collaborative, inclusive, and fun! We have five core values: Stay Aligned, Get It Done, Customer Empathy, Think Creatively and Help Each Other Out. We believe in open communication, supporting new ideas, and sharing a mutual mindset of what we’re aiming to achieve together. There are tremendous opportunities to take initiative, implement new ideas, and have a hand in building a legacy.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

TO ALL AGENCIES: Please, no phone calls or emails to any employee of Menlo Security outside of the Talent organization. Menlo Security’s policy is to only accept resumes from agencies via Ashby (ATS). Agencies must have a valid services agreement executed and must have been assigned by the Talent team to a specific requisition. Any resume submitted outside of this process will be deemed the sole property of Menlo Security. In the event a candidate submitted outside of this policy is hired, no fee or payment will be paid.