Technical Support Engineer

About the Role

As a Technical Support Engineer at Expel, you are responsible for ensuring that customers’ security technologies and Expel’s proprietary technology (including Workbench, Slack, etc.) are configured correctly and operating properly. This is crucial for providing seamless service to both current customers and prospects.

In partnership with Expel’s Customer Success and service delivery teams, your responsibility extends throughout the entire customer journey: from the initial sales process, through onboarding, service delivery, technical implementation, and ongoing support. Your role continuously evolves with the ongoing improvement of the service provided.

Your work encompasses both real-time support via platforms like Zoom, phone, and Slack, and managing support tickets. Many requests are time-sensitive, such as those enabling communication with customers through Slack, urgent customer requests, prospect-related inquiries from sales, and critical health alerts when dependent technology experiences degradation or failure. Additionally, you will address less pressing issues, including enabling console access for analysts, credential resets, lower priority tickets, as well as contributing to migration projects and documentation improvements.

Your success as a Technical Support Engineer is primarily measured by your ability to deliver correct solutions with speed and accuracy, alongside correcting and updating documentation to streamline team workflows. This technical acumen, combined with your helpful and professional presence during direct customer support calls, strengthens relationships, builds confidence in Expel as a trusted partner, and ultimately enhances our customers' security posture.

What Expel Can Do For You

• Deepen your expertise in the security market and how organizations mitigate risk, implement strategy, and improve their security posture.
• Extend your network of security leaders across a wide variety of industries.
• Provide you a firm foundation based on excellent service delivery on which you can bolster your reputation in the industry.
• Equip you with the time and opportunities to achieve remarkable experiences for your next role at Expel or beyond.
• Give you hands-on experience with industry-leading security technologies and analysis methodologies.
• Provide opportunities to practice communication at technical, management, and executive levels.

What You Can Do For Expel

• Respond quickly to support tickets based on priority and provide thorough, accurate resolutions within specified Service Level Objectives (SLOs).
• Track and prioritize ongoing investigations, escalating issues as needed to ensure timely resolution.
• Consult with customers on optimal solutions, share best practices, monitor technical implementation, and troubleshoot problems with urgency to achieve customer satisfaction.
• Work closely with Expel customers and internal teams to ensure a quick, painless, and complete onboarding experience.
• Identify and escalate opportunities for the Technical Support Engineer team to be more proactive in its support, helping to reduce inbound ticket volume by anticipating and 'forward-deploying answers.'
• Stay current with industry trends and Expel product knowledge, rapidly learning your customer’s business and technical environments.
• Assist with gathering, analyzing, and reporting on team performance metrics to drive continuous improvement.
• Provide coaching, mentorship, and oversight to less experienced team members, fostering team growth.
• Rotate on-call duties to provide support outside of regular business hours as required.

What You Should Bring With You

• 2+ years of professional experience in support roles (e.g., IT support), with at least 1 year of experience working directly with security technologies used for detection and response.
• Familiarity with the purpose and functionality of detection and response tools, both on-premise and cloud-based (e.g., EDR, NDR, SIEMs, CASB, etc.).
• Solid understanding of command line and API functionality across a variety of security products, platforms, and cloud environments.
• Proven complex technical problem-solving and methodical troubleshooting skills.

Additional Information

The base salary range for this role is between $81,600 USD and $118,300 USD, plus bonus eligibility and equity. Expel believes in paying transparently and equitably, with your salary ultimately based on factors such as your experience, skills, team equity, and market data. You’ll also be eligible for unlimited PTO (which we model and encourage), work location flexibility, up to 24 weeks of parental leave, and excellent health benefits.

We’re only hiring those authorized to work in the United States and do not currently sponsor immigration visas.

Expel is an Equal Opportunity Employer: You’ll receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, age, or on the basis of disability.

Key skills/competency

• Technical Support
• Customer Service
• Security Technologies
• Troubleshooting
• Detection & Response (EDR, NDR, SIEM, CASB)
• Cloud Environments
• Command Line & API
• Ticket Management
• Customer Onboarding
• Documentation