Senior Technical Support Engineer

What we do:
Halcyon is the industrys first dedicated adaptive security platform that combines multiple proprietary advanced prevention engines along with AI models focused specifically on stopping ransomware.

Who we are:
Halcyon was formed in 2021 by a team of cyber industry veterans after battling the scourge of ransomware (and advanced threats) for years at some of the largest global security vendors. Comprised of leaders from Cylance (now Blackberry) Accuvant (now Optiv) Fireye and ISS X-Force (now IBM) Halcyon is focused on building products and solutions for mid-market and enterprise customers.

As a remote-native completely distributed global team we recognize great talent can exist anywhere. We invite you to apply to a job youre interested in and well work a plan to meet your needs.

The Role:

Responsibilities:

• Serve as the highest level of technical escalation for critical customer issues.
• Perform advanced troubleshooting and in-depth analysis of Halcyon Agents across Windows and Linux environments.
• Partner with Engineering teams to diagnose reproduce and resolve complex technical challenges.
• Conduct root cause analysis and provide actionable insights to improve product stability and performance.
• Develop and refine technical documentation and knowledge base articles to enhance internal and customer-facing support resources.
• Lead customer interactions with professionalism ensuring timely and effective resolution of technical issues via phone email and remote sessions.
• Assist in refining support processes mentoring junior engineers and identifying areas for automation and efficiency improvements.
• Stay ahead of emerging threats and security trends to proactively assist customers in mitigating risks.
• Learn and develop new skills quickly as required.
• Perform other duties as assigned.

Skills & Qualifications:

• 7 years of experience or combination of education and experience in technical customer support systems engineering or a similar role preferably in cybersecurity SaaS or enterprise software.
• Proven ability to configure Windows operating systems to capture crash dumps and perform preliminary dump-file analysis.
• Deep technical expertise in troubleshooting complex issues across Windows macOS and Linux environments.
• Expertise in some of the following areas: ransomware lifecycle endpoint defense threat intelligence incident response and data exfiltration prevention.
• Strong experience with API integration scripting (Python PowerShell or Bash) and data analysis.
• Strong understanding of networking concepts including firewalls proxies VPNs and TCP/IP troubleshooting.
• Ability to communicate effectively with both technical and non-technical stakeholders.
• Industry certifications (e.g. Microsoft Linux AWS Security) are a plus but not required.
• Ability to provide customer support and utilize customer support tools effectively.
• Strong verbal and written communication skills with the ability to interact with stakeholders of varying levels of technical knowledge.

In accordance with applicable state and federal laws the range provided is Halcyons reasonable estimate of the base compensation for this role. The actual amount may differ based on non-discriminatory factors such as experience knowledge skills abilities and location. Base pay is one part of the total package that is provided to compensate and recognize employees for their work and this role may be eligible for additional discretionary bonuses/incentives and equity in the Company.

We understand it takes a diverse team of highly intelligent passionate curious and creative people to develop the exceptional product we are building. Our dynamic team has incredible perspectives to share just as we know you do and we take great pride in being an equal opportunity employer.