Support Engineer

| Chicago
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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.

We’re looking for an energetic and driven Support Engineer who will be responsible for answering customer questions about Kenna platform and troubleshooting more complex technical and data issues. You'll be a part of a growing and experienced engineering team. You will work closely with others to learn the Kenna app and how to investigate and troubleshoot interesting technical questions and issues.

Candidates should have a technical background and feel comfortable troubleshooting potentially unfamiliar issues across a variety of technologies. This role will also work on a non-traditional schedule so flexibility working weekends is must.

We would love for you to join our fun Chicago based team if you are:

  • Passionate about helping customers
  • Really enjoy troubleshooting software issues
  • Have fun getting to the bottom of complex issues
  • Good at multitasking
  • Comfortable talking to technical and nontechnical stakeholders!

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

  • Respond to tickets from customers in a timely manner and provide timely updates following established internal SLAs
  • Set client's expectations properly and follow up accordingly to ensure a high level of Customer Satisfaction
  • Learn and understand Kenna platform as well as cyber security industry
  • Investigate software and configuration issues; and reproduce bugs
  • Take pride in the quality of investigation for tickets and always try to resolve as many issues as possible without escalating
  • Use our ticketing systems (SalesForce/Zendesk) to track and update tickets, and JIRA to escalate and search for existing issues
  • Contribute to the internal and external knowledge bases to ensure that all team members are aware of how to troubleshoot a specific issue
  • Help the Product Team develop and prioritize feature requests and improvements
  • Be a team player and help others on the team with tickets and other customer related tasks
  • Demonstrate problem ownership with taking tickets from inception to resolution regardless of how many other teams get involved in the process
  • Always look for more efficient ways to solve issues.
  • Identify opportunities for process improvement and work with the rest of the team to implement them
  • Don't forget to tell jokes and have fun!
  • Happy Support Team leads to Happy Customers!

What does it take to work at Kenna:

  • Technical degree (CS, Math, Engineering) or equivalent experience is a must
  • 2 - 5 years of experience in technical/customer support
  • Experience with SaaS based systems
  • Experience in a Cyber Security industry is a plus
  • Experience with SalesForce/Zedesk/Jira/Confluence is a plus
  • Excellent analytical and problem-solving skills
  • Proven ability to communicate effectively in both a written and verbal format with technical and non-technical users in a variety of roles
  • Ability to work both independently and collaboratively in a team structure.
  • Interpersonal skills, including conflict resolution, relationship building, and negotiation.
  • Strong organizational and time management skills.
  • Ability to recognize when to escalate an issue

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
  • Life/Work Balanced Hours
  • Professional Development Program

#LI-AA1

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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