Customer Support Engineer (Tier 1/2)

Panaseer is a unique business that’s revolutionizing enterprise cybersecurity.

As a scale-up at the intersection of data science and big data technology, our Continuous Controls Monitoring platform (CCM) pioneered a new market category in the rapidly growing security sector. CCM enables global organizations to better protect themselves from cyber-attacks by ensuring their cybersecurity defenses are fully deployed and working effectively at all times.

Panaseer has grown rapidly over the past decade and won numerous industry awards, most recently being recognized by the World Economic Forum as a 2023 Technology Pioneer helping to solve the world’s most pressing issues. We are also included in three 2023 Gartner Hype Cycles Reports for Security Operations, Cyber Risk Management, and Workload and Network Security. 

The company’s continued growth is built on our shared values, which shape how we treat one another and the decisions we make. We want everyone at Panaseer to feel empowered to be authentically themselves, engage their curiosity and work together to create something truly unique.

About this role

As a tier 1 / 2 Customer Support Engineer, you will be a proactive member of the newly formed support function, taking a lead role in the resolution of incidents and providing a 1st / 2nd level application support service to customers. You will assist in defining and documenting operational IT support processes for the support function. You will continually strive for excellence in every aspect of the working day with the aim of becoming a subject matter expert.

You will work closely with the customer success technical consultant, product and engineering teams to ensure the smooth transition of customer solutions into their respective live platforms.

Requirements

You will provide a first-class technical support service, working with customers to resolve any challenges they may have using the Panaseer product with specific responsibility for:

• Incident management
• Problem management
• Continuous Service Improvement
• Proactively monitoring live environments
• Contributing to project delivery planning
• Transition of support for customers from project phase to live support
• Being self-sufficient and able to work and make decisions independently, but also knowing when to raise issues

You will get the opportunity to explore new and existing skills in a wide range of technologies:

• Supporting the deployment of the Panaseer solution, upgrades and updates on hosted and client environments
• Identifying and fixing issues with customer solutions
• Assist in shaping a new support service, defining and implementing new processes
• Working with technologies such as Hadoop, Git, NiFi, AWS / Azure and Unix / Linux environments

You will also interact with the wider team. This includes working with Product Management, Data Science and Engineering teams to provide a first-class, end-to-end support service to our customers.

Skills and Experience

• 4 / 5+ years of work experience in application support
• ITIL knowledge
• Incident management experience
• Knowledge of proactive IT monitoring processes
• Knowledge of Incident trend analysis
• Proven experience of working under pressure in a calm, efficient and organised manner
• Demonstrate ability to learn quickly and apply developed skills quickly and effectively
• Excellent track record of working to deadlines and maintaining a high standard of attention to detail
• Excellent communication skills, written and verbal.
• Professional experience of providing out of hours support
• Ability to recreate issues and concisely identify when an incident is a bug versus working as designed
• SQL and familiarity with data analysis methods
• API response
• Ability to implement and configure a technical product to suit client requirements
• Problem solving skills to identify root causes and resolve customer reported issues
• Ability to work in teams as well as autonomously when required
• Interest in learning new technologies and domains, and the ability to pick them up quickly
• Coding / development experience (desirable)
• Some experience with AWS, APIs, NiFi and Unix / Linux environments (desirable)

Benefits

At Panaseer, we strive to enable the best environment and atmosphere:

• An annual allowance of 25 days holiday per year
• Competitive salaries including equity options
• Company pension scheme
• AXA Health Insurance for you and your family
• Life and income protection insurance
• We are currently offering a productivity allowance to support remote working (£80 per month tax free)
• Access to benefits market and employee discounts (Bike to Work Scheme)
• In-house wellbeing coaching support
  

Diversity

Panaseer is an equal employer, committed to encouraging diversity and eliminating discrimination in both its role as an employer and as a provider of services. Our aim is that our staff are truly representative of all sections of society and work in an environment where everyone is respected and able to perform to the best of their ability. Our policy is to provide equality and fairness for all in our employment and in our provision of services and not to discriminate, or favour, on the grounds of race, colour, religion, gender identity, sex, sexual orientation, pregnancy, nationality or national origin, ancestry, citizenship, age, neurodiversity, marital status, parental status, disability, medical condition, physical appearance or socio-economic status.

Accessibility - If you require assistance in applying for open positions please contact careers@panaseer.com

Candidates will be required to provide proof that they have the right to work in the US if their application is successful

Panaseer is a unique business that is changing the face of enterprise security.

As a scale-up at the intersection of data science and big data technology, our Continuous Controls Monitoring platform (CCM) pioneered a new market category in the rapidly growing security sector. CCM enables global organizations to better protect themselves from cyber-attacks by ensuring their cybersecurity defenses are fully deployed and working effectively at all times.

Panaseer has grown rapidly over the past decade and won numerous industry awards, most recently being recognized by the World Economic Forum as a 2023 Technology Pioneer helping to solve the world's most pressing issues. We are also included in three 2023 Gartner Hype Cycles Reports for Security Operations, Cyber Risk Management, and Workload and Network Security.

The company's continued growth is built on our shared values, which shape how we treat one another and the decisions we make. We want everyone at Panaseer to feel empowered to be authentically themselves, engage their curiosity and work together to create something truly unique.