Senior Technical Support Engineer

What we do:
Halcyon is the industry’s first dedicated, adaptive security platform that combines multiple proprietary advanced prevention engines along with AI models focused specifically on stopping ransomware.

Who we are:
Halcyon was formed in 2021 by a team of cyber industry veterans after battling the scourge of ransomware (and advanced threats) for years at some of the largest global security vendors. Comprised of leaders from Cylance (now Blackberry), Accuvant (now Optiv), Fireye and ISS X-Force (now IBM), Halcyon is focused on building products and solutions for mid-market and enterprise customers.

As a remote-native, completely distributed global team, we recognize great talent can exist anywhere. We invite you to apply to a job you’re interested in and we'll work a plan to meet your needs.

The Role

Halcyon is seeking a highly skilled and experienced Senior Technical Support Engineer to join our growing support team.  In this role, you will address customer issues across various platforms, including Windows, Linux, and Mac. The ideal candidate will possess a strong understanding of cloud, networking, applications, and security. 

You will collaborate closely with Halcyon's Customer Success, Engineering, and Threat Response teams to troubleshoot and resolve customer issues and handle emerging threats, all while delivering top-notch support to our clients. If you are a self-motivated team player who is eager to learn and can adapt quickly, we encourage you to apply. 

What You Will Do 

• Serve as the highest level of technical escalation for critical customer issues. 

• Perform advanced troubleshooting and in-depth analysis of Halcyon Agents across Windows, and Linux environments. 

• Partner with Engineering teams to diagnose, reproduce, and resolve complex technical challenges. 

• Conduct root cause analysis and provide actionable insights to improve product stability and performance. 

• Develop and refine technical documentation and knowledge base articles to enhance internal and customer-facing support resources. 

• Lead customer interactions with professionalism, ensuring timely and effective resolution of technical issues via phone, email, and remote sessions. 

• Assist in refining support processes, mentoring junior engineers, and identifying areas for automation and efficiency improvements. 

• Stay ahead of emerging threats and security trends to proactively assist customers in mitigating risks. 

• Learn and develop new skills quickly as required. 

• Perform other duties as assigned. 

Who We Are Looking For 

• 7+ years of experience or combination of education and experience in technical customer support, systems engineering, or a similar role, preferably in cybersecurity, SaaS, or enterprise software. 

• Proven ability to configure Windows operating systems to capture crash dumps and perform preliminary dump-file analysis. 

• Deep technical expertise in troubleshooting complex issues across Windows, macOS, and Linux environments. 

• Expertise in some of the following areas: ransomware lifecycle, endpoint defense, threat intelligence, incident response, and data exfiltration prevention. 

• Strong experience with API integration, scripting (Python, PowerShell, or Bash), and data analysis. 

• Strong understanding of networking concepts, including firewalls, proxies, VPNs, and TCP/IP troubleshooting. 

• Ability to communicate effectively with both technical and non-technical stakeholders. 

• Industry certifications (e.g., Microsoft, Linux, AWS, Security+) are a plus but not required. 

• Ability to provide customer support and utilize customer support tools effectively. 

• Strong verbal and written communication skills, with the ability to interact with stakeholders of varying levels of technical knowledge. 

Base Salary Range: $104,000 - $150,000

In accordance with applicable state and federal laws, the range provided is Halcyon’s reasonable estimate of the base compensation for this role. The actual amount may differ based on non-discriminatory factors such as experience, knowledge, skills, abilities, and location. Base pay is one part of the total package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and equity in the Company.

We understand it takes a diverse team of highly intelligent, passionate, curious, and creative people to develop the exceptional product we are building. Our dynamic team has incredible perspectives to share, just as we know you do, and we take great pride in being an equal opportunity employer.