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Sr. Technical Support Engineer

SpecterOps is searching for a Sr. Technical Support Engineer to assist BloodHound Enterprise customers and BloodHound Community Edition users. From the creators of BloodHound, BloodHound Enterprise is a SaaS technology that continuously and comprehensively maps Directory Services Attack Paths that allows our clients to remove Active Directory as the attacker’s easiest, most reliable, and most attractive target. We are looking for an experienced technical support professional to troubleshoot, diagnose, and resolve complex technical issues while delivering a superior customer experience.

Salary range: $110,000 - $130,000 annually, commensurate with experience

Location: This position is remote, based in the U.S. with optional travel quarterly for in person company events and other ad hoc meetings.

  • Candidate must be authorized to work and reside in the United States; we do not currently sponsor immigration visas.

Responsibilities:

  • Serve as the primary point of contact for technical issues and inquiries from customers

  • Respond to support tickets, emails, and phone calls in a timely and professional manner

  • Collaborate with Technical Account Managers to provide a smooth and continuous customer experience

  • Analyze and diagnose technical problems, providing effective and sustainable solutions

  • Utilize technical knowledge and expertise to troubleshoot issues with BloodHound Enterprise and BloodHound Community Edition

  • Document and communicate troubleshooting steps and resolutions to clients and internal teams

  • Develop a deep understanding of the BloodHound products and SpecterOps services to provide accurate and effective support

  • Work closely with the engineering and product management teams to escalate and resolve issues

  • Provide valuable input for product improvement based on customer feedback

  • Create and maintain detailed documentation on common issues, solutions, and best practices

  • Contribute to the development of knowledge base articles and user guides

Requirements

  • 5+ years of experience as a Technical Support Engineer

  • Strong understanding of the OSI model and networking 

  • Strong understanding of scripting languages such as PowerShell or Python

  • Working knowledge of query languages and REST APIs

  • Experience supporting client-side applications that send and receive data from a SaaS platform

  • Understanding of general IT security principles

  • Excellent problem-solving and troubleshooting skills

  • Exceptional communication and interpersonal skills

  • Ability to work independently and collaboratively in a fast-paced environment

  • Ability to successfully complete a criminal background investigation

  • Desire to embody our core values of passionate curiosity, consistent improvement, empathy, sustainability, humility, and empowerment through transparency

  • Ability to quickly learn new technologies and an ongoing desire to stay current with the latest technologies

Nice to haves

  • Experience with BloodHound Community Edition or BloodHound Enterprise

  • Experience configuring SAML / OIDC

  • Experience with Cypher query language 

  • Knowledge of Active Directory and IT Security best practices

What We Offer

  • Health/Dental/Vision/life insurance: 100% covered for both the employee and their family  

  • Flexible time off policy   

  • 10+ paid holidays annually  

  • 401(k) with up to 4% company match  

  • Equity and a potential bonus based on company performance  

  • Remote work: $2,000 first year allowance to set up home office  

  • $150 monthly cell phone and internet reimbursement  

  • $5,000 annual professional development allowance  

  • $5,250 towards continuing education or student loan repayment  

  • $100 monthly reimbursement for lifestyle, wellness, pet insurance or home office expenses  

  • A one-time $10,000 benefit towards family planning   

  • In person and virtual employee events throughout the year  

  • And of course, company swag!  

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

Unsolicited resumes are not accepted 

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