Senior Technical Support Engineer

March 5

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RedSeal, Inc.

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RedSeal, Inc. is a leading provider of cybersecurity solutions focused on network exposure management, offering comprehensive network visualization and attack path management. The company delivers actionable insights to close defensive gaps across on-premises and cloud networks, assisting businesses and government agencies in risk prioritization and ensuring continuous compliance with a range of governance requirements including PCI DSS, CMMC, and NERC-CIP. RedSeal's platform integrates with over 125 networking and security products, enhancing existing security investments by providing a network-wide view that uncovers cybersecurity risks and hidden defensive gaps. By helping organizations know their networks better than potential adversaries, RedSeal enables proactive defense strategies and supports a resilient digital infrastructure.

Network Security • Network Modeling • Risk Scoring & Analytics • Incident Response • Network Situational Awareness

51 - 200 employees

🔒 Cybersecurity

📋 Compliance

☁️ SaaS

📋 Description

• Your primary responsibility is to delight customers by providing outstanding customer service by solving problems quickly, helping customers avoid problems, and ensuring customers get value from RedSeal products. • Responsibilities include, but are not limited to, the following: Work with customers via phone, email, and Web conferencing. • Own customer technical support cases from open through to resolution. • Review network device config files, server logs, and other data sources to replicate and/or troubleshoot technical issues; establishing the root cause of problems and documenting solutions or workarounds across a range of networking, security, and integration environments. • Keep customers informed on the progress of open cases via timely and high-quality updates. • Document and review knowledge base articles and training materials. • Mentor and Coach other engineers on the team for continuous improvement of technical and client interaction skills. • May be required to be on-call on a rotating basis.

🎯 Requirements

• Experience supporting Network Device Management Technologies / Network Configuration Management Technologies; especially in a cybersecurity context. • Minimum of 4+ years of Technical Services experience in customer-facing and technical support role. • Demonstrated intellectual curiosity; Problem-solving and technical aptitude that allows you to learn quickly when facing new problems and challenges. • Passionate about delivering high quality service to customers, with a focus on continuous improvement. • Excellent customer-relationship skills: responsiveness, sensitivity and diplomacy. • Able to deal with difficult customer situations. • Superior written and verbal communication skills are a must. • Proficient with presenting information to others. • Excellent attention to detail. • Strong relationship management skills, effectively establishing empathy with customers through insight into their business drivers and expectations. • Comfortable working independently and collaboratively. • Strong track record of following-through on commitments. • Self-motivated with a strong desire to reach your potential and grow your career at RedSeal with further opportunities. • Bachelor’s Degree in computer science or “STEM” Majors (Science, Technology, Engineering, and Math) preferred.

🏖️ Benefits

• Competitive compensation • Health Benefits: Medical, Dental, Vision, Life, STD/LTD, and AD&D • Flexible PTO policy • Fidelity 401K • Collaborative and innovative environment • Leadership that supports and encourages professional growth and development