Senior Technical Support Engineer - Remote

Overview

Halcyon is the industry’s first dedicated, adaptive security platform that combines multiple proprietary advanced prevention engines along with AI models focused specifically on stopping ransomware.

In Short

• Serve as the highest level of technical escalation for critical customer issues.
• Perform advanced troubleshooting and in-depth analysis of Halcyon Agents across Windows, and Linux environments.
• Partner with Engineering teams to diagnose, reproduce, and resolve complex technical challenges.
• Conduct root cause analysis and provide actionable insights to improve product stability and performance.
• Develop and refine technical documentation and knowledge base articles to enhance internal and customer-facing support resources.
• Lead customer interactions with professionalism, ensuring timely and effective resolution of technical issues via phone, email, and remote sessions.
• Assist in refining support processes, mentoring junior engineers, and identifying areas for automation and efficiency improvements.
• Stay ahead of emerging threats and security trends to proactively assist customers in mitigating risks.
• Learn and develop new skills quickly as required.
• Perform other duties as assigned.

Requirements

• 7+ years of experience or combination of education and experience in technical customer support, systems engineering, or a similar role, preferably in cybersecurity, SaaS, or enterprise software.
• Proven ability to configure Windows operating systems to capture crash dumps and perform preliminary dump-file analysis.
• Deep technical expertise in troubleshooting complex issues across Windows, macOS, and Linux environments.
• Expertise in some of the following areas: ransomware lifecycle, endpoint defense, threat intelligence, incident response, and data exfiltration prevention.
• Strong experience with API integration, scripting (Python, PowerShell, or Bash), and data analysis.
• Strong understanding of networking concepts, including firewalls, proxies, VPNs, and TCP/IP troubleshooting.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Industry certifications (e.g., Microsoft, Linux, AWS, Security+) are a plus but not required.
• Ability to provide customer support and utilize customer support tools effectively.
• Strong verbal and written communication skills, with the ability to interact with stakeholders of varying levels of technical knowledge.

Benefits

• Comprehensive healthcare (medical, dental, and vision) with premiums paid in full for employees and dependents.
• 401k plan with a generous employer contribution.
• Short and long-term disability coverage, basic life and AD&D insurance plans.
• Medical and dependent care FSA options.
• Flexible PTO policy.
• Parental leave.
• Generous equity offering.