Customer Technical Engineer

HelpSystems LLC Remote
technical engineer technical team security stakeholders cloud health troubleshooting ownership senior management apis
November 18, 2022
HelpSystems LLC
Houston, Texas


This position is fully remote and open to all locations.

You will join some of the industry’s brightest minds that provide our customers and partners with security value and outcomes. This team works closely with many internal stakeholders to reach the desired security outcomes, ensure ongoing satisfaction, and drive value for our largest customers. This position supports customers in ensuring the ongoing health of their security. This role will allow the right candidate to grow and develop their skills in a supportive environment where they are able to influence change. Ideal candidates are skilled with technical expertise yet balance that with customer facing interpersonal skills.


  • Gain deep understanding in customer environments, what they use to deploy, and where they would like to protect
  • Quickly obtain a strong understanding of Alert Logic technology and platform for health troubleshooting activities

  • Take ownership of assigned customer technical escalations either through monitoring Zendesk or from the customers themselves, seeking mentorship or advice from senior members of the team

  • Monitor support requests to ensure timely resolutions and advocate for changes to product and operational processes to improve service quality and customer experience
  • Effectively communicate with both technical and non-technical stakeholders
  • Work very closely with customers and their stakeholders to develop, maintain, and execute plans to make sure customers get the most value out of Alert Logic services
  • Work with senior members of the team to provide product technical feedback and escalate technical bugs to internal product management and engineering teams

  • Establish and/or maintain visibility to product roadmaps and continuously hone technical product knowledge to add value to customers
  • Help develop and contribute to cross-departmental training material

  • Provide guidance to customers around the Alert Logic APIs


  • 3+ years of relevant experience in a customer-facing technical support role
  • Working knowledge with data center infrastructure like physical server and networking platforms, VMWare, or IaaS in public clouds such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud
  • Working knowledge of Alert Logic’s Console, APIs, and Backend infrastructure in a chosen core product feature (Log Management, IDS, Scan)

  • Working knowledge of logging and data formats like XML, JSON & Syslog and web servers like IIS, Apache & NGINX

  • Working knowledge of Windows of Linux based operating systems

  • Working knowledge of network configuration and troubleshooting
  • Working knowledge of security best practices related to cloud, operating systems, and networks
  • Understanding of network protocols like TCP/IP, DNS, HTTP, HTTP/s, TLS/SSL
  • Attention to detail in documenting information and ability to show ownership and follow-through

  • Strong written and verbal communications skills with strong presentation skills
  • Preferred Skills and Experience:
  • Knowledge of compliance frameworks like PCI, HIPAA, SOX, GLBA or NIST
  • Knowledge of automation tools like Cloud Formation Templates, Chef, Puppet, Ansible
  • Experience in any of the following scripting languages: Java, Bash, Perl, Python, PowerShell

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