Technical Support Engineer

Devo, the cloud-native logging and security analytics company, empowers security and operations teams to maximize the value of all their data. Only the Devo platform delivers the powerful combination of real-time visibility, high-performance analytics, scalability, multi-tenancy, and low TCO crucial for monitoring and securing business operations as enterprises accelerate their shift to the cloud.

Headquartered in Boston, Mass., Devo is backed by Insight Partners, Georgian, and Bessemer Venture Partners. Learn more at www.devo.com.

Job Summary

As a Technical Support Engineer provides remote support to customers through different channels like web, email, chat, phone and other as needed. Able to research, diagnosis, troubleshoot and resolve issues while properly managing customer expectations. This position is for the US team within a cross-regional 24/7/365 support organization.

Responsibilities

• Perform remote customer support.
• Install and configure applications.
• Monitor and maintain the Devo platform and/or software product.
• Maintain effective communication with customers through different channels like web, email, and phone.
• Prioritizing and managing the workflow.
• Troubleshooting, diagnosing, and resolving issues.
• Maintaining procedural documentation and reports.
• Ability to learn and work on changing technologies.
• Respond to customer calls, emails and act accordingly regarding issues.
• Establish and maintain good working relationships with customers and other professionals.

Requirements

• BS/BA degree in a technical field, or equivalent experience.
• Strong focus and dedication to customers.
• Effective written and verbal communication and interpersonal skills.
• Strong analytical approach for diagnosing and troubleshooting to resolve technical problems and issues.
• Demonstrated ability to organize and prioritize tasks and communications to meet resolution times.
• Strong troubleshooting, diagnosing skills to resolve technical issues.
• Good knowledge of computer systems.
• Familiar with Cloud platforms (i.e. AWS GovCloud, CloudOne).
• Hands on admin experience with Linux and Windows based servers.
• Scripting knowledge using python, JavaScript, Perl, tcl and or any other similar technologies including regex.
• Hands on experience with database and/or big data query languages (i.e SQL, SPL, Linq)
• Experience with syslog.
• Native-level proficiency in English.
• Fluency in Spanish is desirable.
• Desired experience with SIEM and/or with a SOC.

WHY WORK AT DEVO?

• Focus on Security and Data Analytics: If you’re passionate about security operations, data analytics, or enterprise-level IT infrastructure, we will offer you a chance to be part of a platform that helps organizations monitor and secure their systems in an increasingly digital world. You will have the opportunity to work with innovative products that solve real-world challenges.
• Career growth: You’ll join a company where we value our people and provide the tremendous opportunities that come with a hyper-growth organization. To grow as a professional our development programs include:
• Company-paid job-related technical certifications.
• Personal development plans based on career paths.
• Full support for internal job movements as part of career development.
• Work-Life Balance: We promote a healthy work-life balance with flexible working conditions, including remote work opportunities.
• Multicultural environment: With offices and clients globally, we offer a chance to work in a multicultural environment, giving our employees international exposure and the opportunity to collaborate across regions.