Java Support Engineer

Company Background

The ThreatConnect Platform, built on an industry-leading threat intelligence platform, enables security teams to confidently forge their path to smarter security with intel-powered security operations. ThreatConnect enables the operationalization of cyber threat intelligence analysis and management, and by leveraging native automation, orchestration, and knowledge capture, it lets teams work smarter, faster, and better – together.

The Role

We are looking for a Java Support Engineer to join the Core Team at ThreatConnect. Do you want to help create a product that assists major companies all over the world protect themselves from growing cyber threats all while working from wherever you want? Then keep reading!

Job descriptions are by nature extremely specific. While it may seem like we’re looking for a very specific candidate, we encourage you to apply if you are passionate about software quality, enjoy process improvement, and would like to make the world a better place one application at a time.

About The Job

The ThreatConnect® Platform was built to be open and extensible. We strive to integrate with the tools and technologies in our customers’ existing ecosystem and work with vendors across every category to make security easy and effective. Ensure our customers are getting the highest value from ThreatConnect by effectively managing engineering support requests, triaging issues, and prioritizing critical escalations to the right engineering resource.

The position will report to the Director of Engineering (Core Team) and will provide solutions-based support to the company’s most important customers. The right candidate will bring the technical skills required to deploy, troubleshoot, and support the ThreatConnect product, related technologies, and integrations.

About You

• You are well-versed in object-oriented programming. You are familiar with data types and you have a good understanding of service-oriented architecture and web services. You can manage errors, debugging and efficiently deploy code. You are capable of understanding and articulating potential issues in the code.
• You think of the product first but are willing to step up for other technical needs as well. You get immediately down to work and are eager to resolve any issues that may arise during the testing cycle and provide workable solutions. Between debugging and solving complex technical problems with the software and the customer’s infrastructure, you are ready to step up for other needs.
• You understand that continuous learning and adaptability are vital. You can keep up with rapid technology release cycles and employ the most up-to-date methods available. You can manage the complete release cycle.
• You have a passion for problem-solving and an eagerness to learn new technologies or skills.
• You are tech-savvy and love working with customers. You want to help our clients reach their full potential with our software. Whether it is diagnosing and fixing a complex technical problem around systems, networking, OS environments and third-party tools with the software or with the customer’s infrastructure, or proposing a better way to solve an issue, you want to be there for our clients.
• **You have excellent communication skills and a problem-solving mindset.**You believe that strong communication skills, both written and oral, are just as vital as technical expertise and critical thinking ability.

In this role you’ll get to...

• Troubleshoot issues, resolve technical problems, assist users with inquiries, and provide guidance on Java-related issues.
• Debug and resolve software issues and production failures and monitor and tune application performance.
• Create and maintain a troubleshooting knowledge base and/or scripts that can expedite information gathering from customer issues or (even better) directly address them
• Support project execution-related tasks such as status reporting, tracking and risk/issues management
• Maintain the engineering support backlog to facilitate the triaging of customer-reported issues with engineering teammates.
• Work with team members to design, roll out and maintain each of the Java application development phases.
• Ensure that all service level agreements and customer satisfaction goals are achieved
• Work within customer environments across a variety of teams (IT, networking, security/compliance, etc.) to ensure that ThreatConnect functions as designed in lab, QA, development, and production environments
• Stay up to date on the latest ThreatConnect platform, integration offerings and features
• Work with Engineering to ensure Root Cause Analysis is captured and ensure a feedback loop is functioning to continuously improve reoccurring issues in the platform

This Job is Awesome Because…

• You get to work with one of the top companies and teams in the cybersecurity space
• You will be a part of the growth of an already successful organization
• You will be exposed to and work with Fortune 500 customers in various business domains

In the first month we’ll expect you to…

• Focus on learning the ThreatConnect platform and functionality
• Complete all the available platform training modules
• Have knowledge of multiple systems and an in-depth understanding of the functionality of these systems
• Attend Engineering Support standups to get up to speed with active issues

At 3 months we’ll expect you to…

• Have a reasonably good understanding of the ThreatConnect platform
• Work closely with development teams to understand application functionality and architecture.
• Collect additional details on issues from support and customers to expedite troubleshooting
• Organize and build out a knowledge base with common issues and solutions

At 6 months we’ll expect you to…

• Have a deeper level of understanding of the ThreatConnect platform
• Conduct investigations of operational problems, make proposals for improvement, and implement them when appropriate
• Perform problem and root cause analysis for application production incidents and collaborate with engineering to reduce common issues
• Build and maintain relationships with engineering and support teams

At 12 months we’ll expect you to…

• Take the lead on deep-dive technical investigations used to troubleshoot application defects or software bugs
• Partner with application engineers to ensure adequate performance, scalability of reliability of underlying infrastructure
• Demonstrate extreme ownership and accountability with attention to details and sense of urgency to drive results

About the Team

• This role will be part of the Engineering Core Development team. This team has seasoned engineers who provide a great resource for learning and growing in the development space while working through customer issues.
• As a liaison between Engineering and Support, this individual will be a key member and champion for our customers. Day-to-day activities will require someone who is self-sufficient and not dependent on a wider development team lifecycle

Required Skills

• Proficiency in Java Software environment, Java Virtual Machines, SQL, and diagnosing methodologies
• 5+ years of working experience with JAVA and development tools - build servers, version control systems, build systems (exposure to Gitlab, Scripting, Linux)
• Deployment experience (such as Docker, Java Libraries and Wildfly Application Server) and Shell scripting
• Knowledge of Wildfly Application Server and Strong Core Java Skills
• Prior experience working with Agile software methodologies, tools (Jira, Confluence) and ticketing systems (JIRA)
• Customer-facing experience in the software development industry
• General knowledge of Linux Operating Systems
• Customer-facing skills to ensure proper communication when diagnosing and solving technical problems
• Excellent verbal and written communication skills, with the ability to discuss abstract or technical concepts
• The ability to work with internal and external parties spanning a range of positions and technical expertise

Desired Skills

• Bachelor’s Degree in Computer Science, Computer Engineering, or Software Engineering degree program is a plus