Sr. Technical Support Engineer

Menlo Security's mission is enabling the world to connect, communicate and collaborate securely without compromise. COVID-19 has made our mission all the more real. We support customers across various enterprises including Fortune 500 companies, 9/10 of the largest global banks and the Department of Defense.

The world has fundamentally changed. We are growing from 400 employees into the next phase of our journey, and we need passionate talent filled with empathy and agility. The right candidate for the job is ethical, hyper-organized, fanatical about seeing things through to completion, service-oriented, and humble enough to take feedback and coaching yet confident enough to provide feedback and coaching.

Menlo is well-funded for growth and our investors are second to none. They include Vista Equity Partners (“Vista”), General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures.

Qualifications:

• 4 to 8 yrs experience in similar industry as Menlo (enterprise cloud/network security, or IT admins of security services/devices)

• Fast learner and self-starter.

• Excellent verbal and written communication and interpersonal skills • Ability to troubleshoot HTTP/HTTPS and cybersecurity related technologies • BS or MS in EE or CS/CE, Math, Physics or related fields

• Extensive knowledge of TCP/IP and related Internet technologies • Web proxy experience a must

• Demonstrate strong analytical and problem-solving skills

• Duties may require being on call periodically and working outside normal working hours (evenings and weekends)

Job description:

• Lead troubleshooting effort to resolve customer reported issues via phone and/or e-mail or remote session

• Provide configuration/policy/best practice recommendation and assistance in customer production deployments

• Create knowledge base articles and best practice documentation • Recreate complex issues both in Cloud environment and OVA/appliance • Assist engineering and operations teams to investigate and resolve software or operations issues

• Train and mentor tier 1 and tier 2 support engineers

• Perform patch qualification related tasks such as bug fix verification • Analyze Splunk log data, network packet traces, internal logs

• Ensure customer’s reported issues are resolved to the client's satisfaction in a timely manner.

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Why Menlo?

Our culture is collaborative, inclusive, and fun! We have five core values: Stay Aligned, Get It Done, Customer Empathy, Think Creatively and Help Each Other Out. We believe in open communication, supporting new ideas, and sharing a mutual mindset of what we’re aiming to achieve together. There are tremendous opportunities to take initiative, implement new ideas, and have a hand in building a legacy.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

TO ALL AGENCIES: Please, no phone calls or emails to any employee of Menlo Security outside of the Talent organization. Menlo Security’s policy is to only accept resumes from agencies via Ashby (ATS). Agencies must have a valid services agreement executed and must have been assigned by the Talent team to a specific requisition. Any resume submitted outside of this process will be deemed the sole property of Menlo Security. In the event a candidate submitted outside of this policy is hired, no fee or payment will be paid.