Technical Support Engineer

 Published 3 days ago
    
 United States
    
 $120,000 to $135,000
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The Role:

Halcyon is looking for a high-performing problem solver and innovator to join our expanding support team as a Technical Support Engineer. In this role, you will address customer issues across various platforms, including Windows, Linux, and Mac. The ideal candidate will possess a strong understanding of cloud, networking, applications and security. 

You will collaborate closely with Halcyon's Customer Success, Engineering, and Threat Response teams to troubleshoot and resolve customer issues and handle emerging threats, all while delivering top-notch support to our clients. If you are a self-motivated team player who is eager to learn and can adapt quickly, we encourage you to apply. 

Responsibilities: 

  • Act as the final escalation point for all high-level technical support issues for Halcyon products. 

  • Perform in-depth analysis and diagnosis for Halcyon Agents operating on Windows, macOS, and Linux. 

  • Collaborate closely with Engineering teams to resolve complex technical issues while delivering top-notch support to customers. 

  • Reproduce and confirm product defects before reporting them to Engineering teams. 

  • Develop and test solutions for complex problems while conveying customer needs to the Engineering and Product Development teams. 

  • Respond to escalations via phone or email promptly, courteously, and professionally. 

  • Document technical resolutions in the knowledge base as needed. 

  • Learn and develop new skills quickly as required. 

  • Perform other duties as assigned. 

Skills and Qualifications:

  • At least five years of related experience in technical customer support or a similar role. 

  • Bachelor's degree in a related field; a Master’s degree or PhD can substitute for equivalent years of experience. 

  • Ability to configure Windows Operating Systems to capture crash dumps and conduct preliminary dump-file analysis. 

  • Proficiency in navigating macOS and Linux operating systems via terminal, with familiarity in executing various terminal commands to effect change or capture device information. 

  • Familiarity with network topologies, edge devices (including routers and proxies) and troubleshooting techniques. 

  • Ability to provide customer support and utilize customer support tools effectively.

  • Strong verbal and written communication skills, with the ability to interact with stakeholders of varying levels of technical knowledge. 

Benefits:

Halcyon offers the following benefits to eligible employees:

  • Comprehensive healthcare (medical, dental, and vision) with premiums paid in full for employees and dependents.

  • 401k plan with a generous employer contribution.

  • Short and long-term disability coverage, basic life and AD&D insurance plans.

  • Medical and dependent care FSA options.

  • Flexible PTO policy.

  • Parental leave.

  • Generous equity offering.

The Company reserves the right to modify or change these benefits programs at any time, with or without notice.​

Base Salary Range: $120,000 - $135,000

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