Technical Support Engineer 2

As one of the most established cybersecurity companies in the world, we at NetWitness are hard at work every day helping our customers and partners better protect their organizations from cyberattacks. Our products and incident response services are used within most large enterprises, governments and militaries for incident response and threat hunting. Our Sales Professionals, Sales Engineers and Professional Services Consultants design and deliver solutions for potential and existing customers to enable better visibility, insight, and action to prevent and defend against attacks. Netwitness provides the unique ability to provide one single platform with a unified view across all attack surfaces including Network, Logs/SIEM, Endpoint and IoT combined with our AI-based User and Entity Behavioral Analysis (UEBA) and Security, Orchestration, Automation & Response (SOAR) capabilities. Responsibilities: Reviews technical solution articles for accuracy and completeness and gives feedback to the authors Acts as a remote customer advocate to champion specific customer needs in collaboration with field team Understands and uses sphere of influence extending outside of the department Participating in and leads conference calls with customers Knows their audience and articulate accordingly Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database Validates technical information and issues early warning and disseminates information as needed Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required Works toward becoming subject matter expert in a particular area or areas Mentors and/or coaches less experienced TSEs, help develop and participate in presentations and informal training for other TSEs Applies systems analysis techniques and procedures to determine hardware or software systems functionality Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment Maintains a "closed loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions