Support Engineer
REMOTEAbout the Role: As a Support Engineer, you engage directly with internal and external customers to ensure ongoing stability, functionality, security, and operations of client enablement devices and infrastructure. You will also work cross-functionally to identify areas of improvement around implementation and service delivery as it relates to engineering. To be successful in this role, you must have a customer-first approach with the goal of responding to our clients' needs promptly, ensuring we keep their environments secure. Responsibilities:
- Ensure the ongoing stability, functionality, security, and operation of client enablement devices and infrastructure, including network sensors, log forwarders, sidecar agents, EDR agents, cloud collectors, CEMMS/LIMA, etc.
- Configure the Observability Platform (DataDog) to monitor, detect, and alert service disruptions in a timely and effective manner.
- Rapidly respond to service disruptions by restoring service where possible, ticketing the outage/disruption as appropriate, and proactively communicating with clients as often as appropriate to restore services to an optimal state.
- Provide world-class support to internal/external customers during all phases of service including (onboarding, implementation, setup, operation, and offboarding) as needed to support the overall MDR mission.
- Troubleshoot field devices, including physical and virtual devices running our software:
- Network configuration, span port and/or port mirror setup, connectivity to TAP systems, etc
- Connectivity / VPN / firewall configuration issues
- Hardware related issues
- Software Activation
- Software issue diagnosis / basic troubleshooting
- Confirming end-to-end data flow
- Create, update, and troubleshoot configurations for network sensors, log collectors, and endpoint solutions installed in customer infrastructure.
- Identify and communicate opportunities for improvement and automation.
- Investigate and resolve or escalate tickets and requests largely related to implementation, onboarding, and ongoing steady support for MDR customers.
- Participate in a 24/7 on-call rotation supporting the availability of customer systems, services, and resources.
Technologies: Experience with our specific technologies is helpful but not necessary; having experience in the same broad categories of technology plus comfort and skill in picking up new technologies is far more important. Our environment currently includes:
- An MDR environment including internally developed applications, a LogScale cluster, and various tools for data analysis and visualization
- Atlassian product suite including; Jira, Confluence, Monday.com, and OpsGenie
- Network sensors leveraging technologies to generate high-fidelity information to support identifying suspicious activities and network forensics
- Kafka clusters and sinks that support Data Science and Detection Engineering
- AWS infrastructure and tools including Lambda functions, S3 buckets, retention policies, EC2 instances
- Hashicorp tools for infrastructure management/deployment (Vault, Nomad, Consul, Terraform)
- Deployment to Linux-based instances running container-based microservices, both on customer’s networks and in cloud computing environments
Knowledge and Skills:
- Experience with troubleshooting, ideally with operating systems, virtualization and containers, software, hardware and appliances, and networks
- Experience following documented procedures and updating documentation as procedures change
- Ability to research and identify solutions to software and hardware issues
- Ability to ask customers targeted questions to quickly understand the root of the problem
- Experience using ticketing systems to track issues through to resolution, within agreed time limits
- Experience talking clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue
- Ability to properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
- Organized, with effective communication and interpersonal skills; able to keep multiple projects in flight successfully; able to work individually, within a team, and with other groups.
- Able to effectively learn new technologies, troubleshooting skills, and best practices.
- Experienced with deploying already developed applications, using well-documented guides
Who we are:At Pondurance we embrace, educate, and protect people by helping make our world a better and safer place. We believe in inviting good people into our company who are driven to become great! Every person at Pondurance is encouraged to focus and grow in their individual areas of interest, passion, and career path. We have accessible leaders as Mentors who believe “None of us are as smart as all of us” (R. Pelletier). We believe everyone has the freedom to be themselves, especially at work and so we embrace, support, and celebrate each other.
Each one of us influences our company’s direction through speaking up, you have a voiceand we want you to use it.Do you want to be a part of something different? Do you want to influence real change? Do you want to be part of the solution? Then join us in redefining the security and cyber risk landscape.What We Offer:The opportunity to apply your expertise, take on new challenges, and help customers address their biggest security objectives.An inclusive culture of teamwork that embraces the diversity of our people and communities in which we work.Some of the corporate benefits (there are more) for full-time employees include:
- Medical, dental, vision, disability, FSA, HSA, life and AD&D insurance, 401(k) Plan.
- Time off: PTO, sick, holiday, & parental leave details are available
- Money: We provide competitive compensation packages based on the market and your overall credentials.
Although this is a remote role, if you live close by, you’ll have access to our office locations: McLean, VA or Indianapolis, IN.To promote a healthy and safe work community we require background and drug screenings as part of our hiring process. Details of our process will be provided upon request. We are an equal opportunity employer focused on celebrating diversity and inclusion. We believe that each individual should be treated equally without regard to race, color, identity, national origin, protected veteran status, religion, sex including sexual orientation and gender identity, disability, or any other characteristic protected by law.
