Training Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Escalation Point for Training Issues: Act as the main escalation contact for both instructors and participants during training sessions when self-service maintenance tasks fail to resolve an issue. Promptly and effectively address technical issues, questions, and concerns related to course delivery.

• Course Lab Monitoring: Oversee the health and functionality of course labs in real-time throughout training sessions. Take proactive measures to identify and resolve any technical issues that might affect the training experience.

• Lab Issue Resolution: Diagnose and rectify lab environment challenges, including connectivity issues, software errors, and configuration problems. Work in collaboration with the Lab Engineering team to implement solutions and guarantee smooth lab operations, addressing future issues proactively.

• Assist with Course Deployments: Team up with the Training Architect team to aid in the deployment of course labs. Ensure that lab environments are correctly set up and prepared for training sessions.

• Technical Support and Guidance: Deliver technical support, guidance, and assistance to instructors and participants, ensuring they enjoy a productive and hassle-free training experience.

• Additional Responsibilities: Be the primary contact for technical issues and training inquiries from customers, responding to support tickets, emails, and phone calls promptly and professionally. Be available for on-call rotations, manage on-call schedules independently, analyze and diagnose technical problems, offer effective and sustainable solutions, and utilize technical knowledge to troubleshoot issues with the SpecterOps Training Platform and Infrastructure. Document and communicate troubleshooting steps and resolutions to clients and internal teams, develop a thorough understanding of the Training Solutions products and SpecterOps services to provide accurate support, collaborate closely with engineering and product management teams to escalate and resolve issues, contribute valuable feedback for product enhancement based on customer insights, create and maintain comprehensive documentation on common issues, solutions, and best practices, and assist in the development of knowledge base articles and user guides.

⛳️ Requirements

• Fundamental understanding of scripting languages such as PowerShell or Python.

• Practical knowledge of query languages and REST APIs.

• Basic understanding of automated infrastructure and configuration technologies like Terraform and Ansible.

• Demonstrated experience in a technical support role, ideally in a mid-career capacity.

• Strong problem-solving and troubleshooting abilities.

• Excellent communication and interpersonal skills.

• Capability to maintain composure and calmness under pressure.

• Ability to work both independently and collaboratively in a fast-paced setting.

• Quick learner of new technologies with a continual desire to stay updated with the latest advancements.

• Successful completion of a criminal background investigation is required.

🏝️ Benefits

• Health/Dental/Vision/life insurance: 100% covered for both the employee and their family.

• Flexible time off policy.

• 10+ paid holidays annually.

• 401(k) with up to 4% company match.

• Equity and a potential bonus based on company performance.

• Remote work: $1,500 new hire allowance to set up a home office.

• $500 annual home office allowance after the first year.

• $150 monthly reimbursement for cell phone and internet expenses.

• $5,000 annual allowance for professional development.

• $5,250 towards continuing education or student loan repayment.

• $1,200 annual budget for lifestyle, wellness, pet insurance, and more.

• A one-time $10,000 benefit for family planning.

• In-person and virtual employee events throughout the year.

• And of course, company swag!