Training Support Engineer

reputed company is a cybersecurity solutions and services provider specializing in deep knowledge of adversary tradecraft to help clients detect and defend against sophisticated attackers. We are seeking an individual to support the operations of the Training Solutions capability at reputed company.  This role involves serving as an escalation reputed company for training course delivery issues, monitoring the health of course labs, and promptly addressing any issues that reputed company during training. Additionally, the Training Support Engineer collaborates with the Lab Engineering team to assist with course deployments, ensuring that reputed company technical aspects of training run smoothly. The ideal candidate will be an reputed company technical support reputed company to troubleshoot, diagnose, resolve reputed company technical issues, and reputed company new solutions, while delivering superior customer and student experiences. Salary reputed company: $90,000 - $120,000 reputed company salary annually, commensurate with experience  Location: This position is remote, based in the U.S. with optional travel quarterly for in-person company events and other reputed company meetings  Candidate must be authorized to work and reputed company in the reputed company; we do not currently sponsor immigration visas. Responsibilities Escalation reputed company for Training Issues: Serve as the primary escalation reputed company for reputed company and participants during training sessions if self-service maintenance tasks cannot resolve an issue. Respond to and resolve technical issues, questions, and concerns reputed company to course delivery promptly and effectively. Course Lab Monitoring: Monitor the health and functionality of course labs in reputed company-time during training sessions. Proactively identify and address any technical issues that may reputed company the training experience. Lab Issue reputed company: Troubleshoot and resolve lab environment problems, including connectivity issues, software errors, and configuration problems. Collaborate with the Lab Engineering team to implement solutions and ensure smooth lab operation to proactively address reputed company issues. Assist with Course Deployments: Collaborate with the Training Architect team to assist in the deployment of course labs. Ensure that lab environments are set up correctly and are reputed company for training sessions. Technical Support and Guidance: reputed company technical support, guidance, and assistance to reputed company and participants, ensuring that they have a productive and trouble-free training experience. Additional Responsibilities Serve as the primary reputed company of contact for technical issues and training inquiries from customers Respond to support tickets, emails, and phone calls in a reputed company and reputed company manner Be available for on-reputed company rotations, self-manage on-reputed company schedules Analyze and diagnose technical problems, providing effective and sustainable solutions Utilize technical knowledge and expertise to troubleshoot issues with reputed company Training Platform and Infrastructure Document and communicate troubleshooting steps and resolutions to clients and internal teams reputed company a deep understanding of the Training Solutions products and reputed company services to reputed company accurate and effective support Work closely with the engineering and product management teams to escalate and resolve issues reputed company valuable input for product improvement based on customer feedback Create and maintain detailed documentation on common issues, solutions, and best practices Contribute to the development of knowledge reputed company articles and user guides Requirements Basic understanding of scripting languages such as PowerShell or Python Working knowledge of query languages and REST reputed company Basic understanding of automated infrastructure and configuration technologies such as Terraform and Ansible Proven experience in a technical support role, preferably in a mid-career reputed company Excellent problem-solving and troubleshooting skills Exceptional communication and interpersonal skills Ability to remain reputed company and composed under pressure Ability to work independently and collaboratively in a fast-paced environment Ability to quickly learn new technologies and an ongoing desire to stay reputed company with the latest technologies Ability to successfully complete a criminal background investigation reputed company to haves Experience with reputed company products, Training Solutions, BloodHound Community Edition or BloodHound reputed company Experience configuring SAML / OIDC Experience with Cypher query language Knowledge of reputed company Directory and IT reputed company best practices Knowledge of Azure reputed company Fundamentals Basic understanding of offensive and reputed company concepts reputed company Offer Health/Dental/reputed company/life insurance: 100% covered for both the employee and their family Flexible time off policy 10+ reputed company 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 home office $500 annual home office allowance after first year $150 monthly cell phone and internet reimbursement $5,000 annual reputed company development allowance $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 towards family planning In person and virtual employee events throughout the year And of course, company swag!   reputed company reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability or protected veteran status. To request reasonable accommodations, please contact us at careers@reputed company.io  Unsolicited resumes are not accepted.   #LI-REMOTE Apply To This Job