Senior Support Engineer

| Chicago | Remote
Sorry, this job was removed at 12:59 p.m. (CST) on Thursday, October 29, 2020
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NOTE: Kenna will not consider or accept resumes from external recruiters for this job posting. Kenna will not be responsible for any fees related to unsolicited resumes.

Kenna Security is revolutionizing cyber risk with a SaaS-based platform that uses data science to combine vulnerability data with exploit intelligence to measure risk, predict attacks and prioritize remediation. We are leading the way in helping enterprises reduce their risk while increasing their efficiency and preventing attacks. Kenna Security was recently named one of the top 10 hottest start-ups and named to the Inc. 500 fastest growing companies list.

About Us

There are a lot of security companies out there, but no one is doing what Kenna is doing: giving our customers the ability to measure their risk landscape and truly protect their environments from the ever-present threat of a breach. As a result, we’re seeing phenomenal growth as some of the top companies in the world flock to our platform. We have solid venture funding, an astonishing team who will support you to accomplish the impossible, and we even offer great benefits and stock options.  

About You

We’re looking for a Senior Support Engineer to join our team that will be responsible for handling the most challenging customer technical support requests. The role is hands-on with Kenna’s applications and data model with a high degree of autonomy to balance the resolution of issues with identifying patterns and automating processes to reduce or eliminate ticket volumes. Candidates need to be self-driven, enthusiastic about digging deep into the application code and data, and capable of communicating with technical and non-technical audiences.

What are some of the interesting problems you'll be working on:

  • Triage, prioritize, and resolve customer issues that are not resolved by other support teams
  • Verify that bug reports are accurate and reproducible
  • Determine root cause for escalated issues and address when possible
  • Utilize command line tools, database queries, and scripting to resolve escalated issues 
  • Write automated tools to reduce the skillset and time required to resolve common requests
  • Contribute to the application code base to resolve bugs or add small features
  • Work directly with engineers to resolve items escalated to their backlogs
  • Collaborate with customer success to aid in customer debugging calls and technical communications
  • Contribute to internal and external technical documentation

What does it take to work at Kenna:

  • 5+ years of experience in a technical support or support engineer role
  • Strong written and interpersonal communications skills
  • Experience troubleshooting and resolving application functionality and data problems
  • Able to read, understand, and apply complex code and data models
  • Experience with scripting tools, use of the command line, and application consoles to triage and resolve issues
  • Experience working in a fast-paced and dynamic environment
  • Demonstrated ability to work cross-functionally within a team-oriented environment
  • BS in computer science or computer engineering

At Kenna you can enjoy the following:

  • Competitive compensation package
  • Medical, Dental, Vision & Disability Insurance
  • Wellness Programs
  • Pet Insurance
  • Retirement Planning
  • Company Equity
  • Generous Paid Parental Leave
  • Work From Home Setup
  • Employee Referral Program
  • Discretionary Time Off
  • Friendly & Casual Environment
  • Work/Life Balance
  • Professional Development Program

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.

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Location

Located in the heart of West Loop close to Restaurant Row, unique shops and attractions.

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