Level 2 Technical Support Engineer
Description For Level 2 Technical Support Engineer
Brinqa, the leading provider of unified cyber risk management and security analytics, is seeking a Level 2 Technical Support Engineer to join their dynamic team. This role involves working within a fast-moving customer support team to deliver quality resolutions to customers. The ideal candidate should be a well-rounded production support engineer capable of strategic thinking, excellent communication, and strong customer advocacy.
Key responsibilities include:
- Owning and resolving issues with high urgency and professionalism
- Performing in-depth troubleshooting and providing root cause analysis reports
- Coordinating with internal teams to address customer issues
- Writing and optimizing Groovy/Core Java scripts for the Brinqa platform
- Maintaining excellent customer relationships and case hygiene
- Contributing to Brinqa knowledge, community, and training resources
Requirements:
- Bachelor's degree in Computer Science/Information Science
- 4+ years of hands-on Core Java/Groovy programming experience
- Working knowledge of Linux and command-line
- Basic understanding of databases and 3-tier architecture
- Strong communication and teamwork skills
Ideal candidates will have experience with Groovy and Grails, knowledge of security and networking domains, familiarity with NoSQL databases (specifically Neo4j), and experience with application deployment and AWS.
Brinqa offers competitive compensation, including stock options, multiple healthcare benefit packages, 401K with employer matching, and paid time off. Founded in 2008, Brinqa has recently received $110M in funding from Insight Partners, marking an exciting period of growth and opportunity for individuals to make an immediate and lasting impact on the company and its market.
Join Brinqa to be part of a team dedicated to empowering companies to make quick and efficient cyber risk decisions across a wide range of platforms, helping to reduce response times to constantly changing and emerging threats.
Responsibilities For Level 2 Technical Support Engineer
- Own and resolve issues with a high sense of urgency and professionalism
- Perform in-depth troubleshooting, be familiar with customer environments, and provide root cause analysis reports
- Hop on calls with customers for high priority tickets to identify root causes or establish immediate steps
- Coordinate with internal teams to address customer issues
- Prioritize high-profile and escalated cases and follow through to resolution
- Write groovy/core java based script per customer requirements or re-write existing code for optimal execution
- Effectively communicate with customers via various channels
- Maintain excellent relationships with customers
- Contribute to Brinqa knowledge, community, and training resources
- Escalate support cases and priority issues to management as needed
- Maintain impeccable case hygiene and customer related files and records
- Suggest and implement improvements to internal processes and tools
- Identify and independently take on additional tasks
- Seek out and embrace leadership and mentoring opportunities
Requirements For Level 2 Technical Support Engineer
- Bachelor's degree in Computer Science/Information Science
- Four or more years of hands-on core Java/Groovy programming experience
- Working knowledge of Linux and Linux command-line
- Basic understanding and working knowledge of databases
- Basic understanding of 3-tier architecture
- Good listening skills coupled with good written and verbal communication skills
- Teamwork and collaboration skills
Benefits For Level 2 Technical Support Engineer
- Competitive pay and stock options
- Multiple healthcare benefit packages
- Dental and vision insurance
- Life insurance
- Short Term and Long Term Disability
- 401K with employer matching
- Paid time off (PTO) along with federally recognized holiday schedule
