Customer Support Engineer

Menlo Security's mission is enabling the world to connect, communicate and collaborate securely without compromise. COVID-19 has made our mission all the more real. We support customers across various enterprises including Fortune 500 companies, 9/10 of the largest global banks and the Department of Defense.

The world has fundamentally changed. We are growing from 400 employees into the next phase of our journey, and we need passionate talent filled with empathy and agility. The right candidate for the job is ethical, hyper-organized, fanatical about seeing things through to completion, service-oriented, and humble enough to take feedback and coaching yet confident enough to provide feedback and coaching.

Menlo is well-funded for growth and our investors are second to none. They include Vista Equity Partners (“Vista”), General Catalyst, JPMC, American Express, HSBC, and Ericsson Ventures.

Responsibilities:

• Lead troubleshooting effort to resolve customer reported issues via phone, e-mail or remote session

• Provide configuration review, troubleshooting and improved standard methodologies to our customers

• Triage support cases, making sure to record, track, and resolve each issue efficiently and proactively 

• Provide fault isolation and root cause analysis for technical issues

• Publish Technical Support Bulletins and other user documentation in the Knowledge Base for continuous education and prevention 

• Assist engineering and operations teams to investigate and resolve software or operations issues

• Travel may be required to customer sites in conjunction with Technical Account Managers for named accounts

• After hours and weekend on-call support may be needed to support maintenance activities

Qualifications:

• 2 to 4 years of experience in information security technology

• Good knowledge of Linux, TCP/IP, HTML, SSL, SSO, and VMware, and technical support or related experience with a strong customer focus

• Knowledge of logging/SIEM environments (i.e. Splunk) and network diagnosis tools (i.e.Wireshark)

• Familiarity with Zendesk and Jira or other CRM tools

• Excellent written and spoken communication skills in English and Japanese. Proficiency in Korean would be an added advantage.

• Shown ability to learn cloud security technologies and independently debug security policy, network connectivity and performance issues

• Ability to clearly articulate technical issues to both technical and non-technical audiences, and explain their impact on business

• Manage administration accounts, cloud tenants and policy configurations

• Experience in at least 1 of the following is a plus; Proxy chaining, Firewalls, and/or SAML based authentication 

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Why Menlo?

Our culture is collaborative, inclusive, and fun! We have five core values: Stay Aligned, Get It Done, Customer Empathy, Think Creatively and Help Each Other Out. We believe in open communication, supporting new ideas, and sharing a mutual mindset of what we’re aiming to achieve together. There are tremendous opportunities to take initiative, implement new ideas, and have a hand in building a legacy.

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

TO ALL AGENCIES: Please, no phone calls or emails to any employee of Menlo Security outside of the Talent organization. Menlo Security’s policy is to only accept resumes from agencies via Ashby (ATS). Agencies must have a valid services agreement executed and must have been assigned by the Talent team to a specific requisition. Any resume submitted outside of this process will be deemed the sole property of Menlo Security. In the event a candidate submitted outside of this policy is hired, no fee or payment will be paid.