Handle a customer-facing tier-3 support queue.
Diagnose complex issues, reproduce in labs, analyze code, quantify impact, and prioritize solutions.
Engage with customers and the Sales organization via email, phone, and remote sessions (WebEx, Zoom, etc.).
Collaborate with Engineering to provide prompt workarounds and high-quality fixes.
Identify, qualify, and document product, hardware, software, and process improvements.

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About the role

Senior Support Engineer at Vectra AI – On-site in California City, California, United States.

Vectra AI is a leader in AI-driven threat detection and response for hybrid and multi-cloud environments. As a Senior Support Engineer, you will deliver expert technical support for complex technologies in challenging global environments, ensuring a positive customer experience throughout the lifecycle of support interactions.

Responsibilities

Required Experience:

Handle a customer-facing tier-3 support queue.
Diagnose complex issues, reproduce in labs, analyze code, quantify impact, and prioritize solutions.
Engage with customers and the Sales organization via email, phone, and remote sessions (WebEx, Zoom, etc.).
Collaborate with Engineering to provide prompt workarounds and high-quality fixes.
Identify, qualify, and document product, hardware, software, and process improvements.
Develop support processes, tools, and documentation to scale the organization.
Create customer-facing content (knowledge bases, how-to guides).
Limited on-call/out-of-hours support for weekends and holidays.
Collaborate with colleagues on investigations and escalations.
At least 7 years in technical support or escalation engineering.
Strong Linux-based systems administration and application stack experience.
Expertise in TCP/IP networking, packet capture, and network troubleshooting.
Basic SQL and non-SQL database knowledge.
Ability to work as part of a geographically dispersed global Support team.
Proactive issue identification and resolution.
Some exposure to virtual

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Key requirements

Handle a customer-facing tier-3 support queue.
Diagnose complex issues, reproduce in labs, analyze code, quantify impact, and prioritize solutions.
Engage with customers and the Sales organization via email, phone, and remote sessions (WebEx, Zoom, etc.).
Collaborate with Engineering to provide prompt workarounds and high-quality fixes.
Identify, qualify, and document product, hardware, software, and process improvements.