Exabeam is looking to enhance the 24/7 - Production Support team. In this role, you will help improve the response to alerts, manage escalations, triage software/network problems, and be an integral part of the customer’s incident response protocol.

Responsibilities:

• Monitor and troubleshoot our client’s SaaS platform from initial alerts to incident resolution
• Analyze the impact of incidents and provide customer notifications when appropriate
• Document RCA of incidents; working with other support and engineering teams, as necessary
• Support customer upgrades to newer versions of the products.
• You will work cross-functionally with members of the Customer Success , Cloud Operations & Engineering teams in day-to-day support, maintenance, and troubleshooting to ensure optimal performance of the SaaS platform
• Automation to improve & reduce alerts and eliminate false positives
• You should have a strong passion for Production Support/SRE and running highly resilient/automated systems
• You have 3 years of experience working in a Global Production Support teams and provide support Cloud systems for large production (customer facing) environments (500 computing nodes)

Requirements:

• Bachelor’s in Computer Science & Engineering or Equivalent 
• Minimum 3 years of experience working as a Production Support Engineer.
• Experience with IT monitoring tools like DataDog / Grafana Cloud and alerting tools like Opsgenie
• Experience with Docker, Kafka, Logstash, and Elasticsearch is highly valued as well.
• Familiarity with Linux ( must ), cloud infrastructure and services, and networking.
• Good programming skills - Ability to script in any shell/python/ansible
• Experience with incident and alert management, and problem triage.
• Familiarity interfacing at all levels of the company, from customers to support to engineers.
• Excellent organization and communication skills.
• Strong sense of urgency, ownership, and willingness to go above and beyond.

Nice to Have:

• Experience in Cyber Security
• ITIL Foundation Certification

Why Exabeam: 

• Medical, Dental, Vision benefits
• FSA/HSA options 
• Generous PTO and Holidays
• Parental leave
• Remote/Hybrid friendly environment

Base Pay Range: Bay Area only

$120,000 - $150,000

• Range is reflective of base pay only
• Does not include variable pay
• Base pay is dependent on experience and may vary based on geography