AI Summary
We are hiring a Senior Technical Support Engineer to provide assistance to customers with log management tools and SIEM products. The role involves handling support requests, interacting with developers, and creating knowledge base articles. The ideal candidate will have experience with log management tools and SIEM products.
Key Highlights
Handling support requests
Interacting with developers
Creating knowledge base articles
Key Responsibilities
Handling support requests logged through our support service desk
Interacting with the developers when escalation is needed
Ensuring that the customer is kept up to date on the status of the inquiry
Creating knowledge base articles based on customer issues
Enhancing our documentation based on customers' feedback
Technical Skills Required
Benefits & Perks
Remote work
PTO
Other benefits
Nice to Have
Knowledge of scripting languages: Shell, Perl, Python, Powershell
Experience with MacOS, BSD, Solaris, AIX systems
Experience in information security and optionally having a CISA, CISSP, or similar certification
Job Description
NXLog helps companies manage their logs better. We provide a unified platform for log collection, storage, and analysis. We offer versatile solutions to capture high-volume logs from diverse sources, transform log data on the fly, filter, enrich, and route it to other systems to boost business, security, and compliance. We combine the stability and resources of an established company with the innovative spirit and agility of a start-up. Our mission is to continuously push technological boundaries to deliver outstanding user experiences.
We are hiring Senior Technical Support Engineers!
As a Senior Technical Support Engineer, you will be responsible for interacting with our valued customers to make sure they receive the attention they deserve. You will be providing assistance with questions about configuring the software, reproducing and troubleshooting bugs, and investigating software problems.
Due to the role’s requirements, we are seeking engineers who can begin their workday at 5:00 AM EST and work an 8-hour shift. This is a fully remote position, provided candidates can reliably align with this schedule.
What You’ll Do
- Handling support requests logged through our support service desk.
- Interacting with the developers when escalation is needed.
- Ensuring that the customer is kept up to date on the status of the inquiry.
- Creating knowledge base articles based on customer issues.
- Enhancing our documentation based on customers’ feedback.
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- Experience with log management tools and SIEM products (QRadar, ArcSight, Splunk, Snare, syslogd, Logstash, Kafka, Scribe, ELK, Graylog, etc).
- Working knowledge of SSL/TLS, X509 certificates, and PKI.
- Good knowledge of protocols, including networking (e.g. TCP, UDP) and application layer (e.g. DNS, DHCP) protocols.
- Excellent debugging and troubleshooting skills with relevant tooling knowledge.
- Passion to work with Linux systems while also feeling at home on Windows.
- Fluent English.
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- Knowledge of scripting languages: Shell, Perl, Python, Powershell.
- Experience with MacOS, BSD, Solaris, AIX systems.
- Experience in information security and optionally having a CISA, CISSP, or similar certification.
- BS degree in Information Technology, Computer Science, or relevant field.
- Remote community of passionate experts from around the world.
- Flat structure and flexible environment.
- PTO & other benefits.
- Opportunity to work with a state-of-the-art log management product.
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