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Role Description

You’re responsible for ensuring that customers’ security technologies and Expel technology (e.g. Workbench, Slack, etc) that are required to provide service to our customers and prospects are configured correctly and operating properly.

• Partner with Expel’s Customer Success and service delivery teams from sales process through onboarding, delivery, technical implementation, and ongoing support.
• Provide real-time support via Zoom, phone, and Slack.
• Handle time-sensitive requests for communication with customers, urgent customer requests, prospect-related requests from sales, and health alerts.
• Work on less pressing issues including enabling console access, credential resets, lower priority tickets, migration projects, and documentation improvements.
• Measure success by effecting correct solutions with speed and accuracy while updating documentation to streamline team work.
• Provide direct support to customers over the phone or via video calls to bolster relationships and build confidence in Expel as a trusted partner.

Qualifications

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

Requirements

• Respond quickly to support tickets based on priority and provide thorough and accurate resolution within SLOs.
• Consult with customers on solutions, share best practices, monitor technical implementation, and troubleshoot problems with urgency.
• Work closely with Expel customers to ensure a quick, painless, and complete onboarding.
• Identify and escalate opportunities for the TSE team to be more proactive in support.
• Drive down inbound ticket volume by finding ways to “forward-deploy answers.”
• Stay current with industry and Expel product knowledge, and quickly learn customer’s business and environments.
• Assist with gathering, analyzing, and reporting on team performance metrics.
• Provide coaching, mentorship, and oversight to less experienced team members.
• Rotate on-call duties for support outside of regular business hours.

Benefits

• Base salary range between $81,600 USD and $118,300 USD + bonus eligibility and equity.
• Unlimited PTO.
• Work location flexibility.
• Up to 24 weeks of parental leave.
• Excellent health benefits.

Additional Information

• We believe in paying transparently and equitably based on experience, skills, team equity, and market data.
• We’re only hiring those authorized to work in the United States. We do not currently sponsor immigration visas.
• We’re an Equal Opportunity Employer: consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, age, or disability.