Role Description For this role you should be a leading Technical Support Engineer, experienced in technical support of complex technologies in challenging global environments. As part of the Support team you will be responsible for ensuring that the customer experience remains positive throughout the lifecycle of their support interactions. You are likely to already be an expert in your field, the individual your colleagues come to for assistance and the individual that customers ask for when they're in difficult situations. This is a remote-based position located in Australia. Specific responsibilities will include: - Working a customer-facing third-tier support queue. - Deep diagnosis of customer issues, including lab reproduction and source-code analysis. - Quantifying customer impact and prioritizing solutions both within and external to the Support team. - Engaging with both customers and the Sales organization through email, telephone and remote management sessions (e.g. WebEx, Zoom, GotoMeeting). - Engaging with Engineering teams to provide prompt and high-quality workarounds and solutions. - Identifying, qualifying and documenting product, hardware, software and process improvements. - Developing Support processes, tools and documentation to further grow the Support organization. - Developing customer-facing content (e.g. knowledge-base, how-to guides). - Limited on-call/out-of-hours support for weekends/national holidays. - Collaborate with your colleagues on investigations and escalations. - Being the embodiment of a team player; cross functional collaboration and communication is vital. Qualifications - Strong experience supporting an international customer base. - At least 5 years working in a technical support and/or escalation engineer role. - Experience in diagnosis and resolution of complex customer issues. - Expertise in Linux-based systems, their management, operation and application stacks. - Good understanding of current security technologies and risks. - Excellent understanding of TCP/IP network protocol suite including packet capture analysis. - Basic understanding of SQL and non-SQL databases. - Able to work as part of a geographically dispersed global Support team. - Initiative to proactively identify new issues and drive their resolution. - Some exposure to virtual environments. - Some exposure to cloud environments and support of cloud/SaaS applications. Desired Experience - Scripting/programming, especially in Python and the bash shell. - Design and understanding of enterprise and data-center networks. - Proactively identify problem areas and be responsible for driving their resolution. - Good understanding of SQL and non-SQL databases. - Good understanding of virtual environments. - Good understanding of cloud environments. - Experience in security appliances and security software. - Experience in data interchange between dissimilar systems. Benefits - Competitive base pay. - Incentive plan eligibility. - Participation in the employee equity plan (stock options). - Health care insurance. - Income protection/life insurance. - Access to retirement savings plans. - Behavioral & emotional wellness services. - Generous time away from work. - Comprehensive employee recognition program. Company Description Vectra® is the leader in AI-driven threat detection and response for hybrid and multi-cloud enterprises. The Vectra AI Platform delivers integrated signal across public cloud, SaaS, identity, and data center networks in a single platform. Powered by patented Attack Signal Intelligence, it empowers security teams to rapidly prioritize, investigate and respond to the most advanced cyber-attacks. With 35 patents in AI-driven threat detection and the most vendor references in MITRE D3FEND, organizations worldwide rely on the Vectra AI to move at the speed and scale of hybrid attackers. Vectra AI is the leading innovator in real-time detection of in-progress cyber attacks. The Vectra Cognito platform continuously monitors customer environments to automatically detect any phase of an on-going cyber attack. Vectra AI won the Best of Black Hat Award for “Most Innovative Emerging Company” and the SC Award “Best Customer Service”. Vectra is committed to creating a diverse environment and is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

• Carry out the implementation of our systems with clients, ensuring installation, configuration and testing processes are executed and that the contracted modules are successfully operationalized. • Provide initial and refresher training on the use of our systems to clients, taking responsibility for the end-to-end process. • Test implementation modules and the features offered by each version before they are released and deployed. • Manage implementation-related documentation, ensuring that all agreements, reports and other documents are validated and signed, thereby confirming service delivery. • Provide technical support, from basic to advanced levels, to Inovadora's clients via phone, email, chat or corporate WhatsApp, identifying issues and assisting in their resolution. • Create service tickets for support interactions, recording client requests in detail as well as system defects and issues, and routing those that require assistance from other areas for resolution. • Monitor open tickets, ensuring clients receive timely updates on their requests within agreed timeframes. • Provide technical support to Inovadora's partner resellers, addressing questions about system implementation and usage. • Conduct client visits to closely monitor their interaction with and satisfaction regarding our solutions.

Role Description We're looking for a Technical Support Engineer to join our global Support team. In this role, you'll be the first point of contact for technical support requests, helping customers resolve complex issues while ensuring the reliability of the IXOPAY platform. - Own customer support cases from initial triage through resolution across web, email, and phone channels. - Serve as the Designated Support Engineer (DSE) for strategic customers, providing timely and proactive technical support. - Troubleshoot and resolve technical issues by reproducing bugs, analyzing logs, and investigating complex application behaviour. - Monitor platform health and respond proactively to system alerts and operational issues. - Meet support SLAs by providing timely, accurate, and professional customer communication. - Partner with Product, Engineering, Operations, and Customer Success teams to resolve issues and improve the customer experience. - Escalate complex issues with clear diagnostic information and thorough documentation. - Create and maintain knowledge base articles to improve team efficiency and customer self-service. - Participate in a bi-monthly on-call rotation to support critical after-hours incidents. - Manage multiple priorities while maintaining a high standard of customer service. Qualifications - 3+ years of experience in a technical support, application support, or software support role. - Experience supporting SaaS applications in a customer-facing environment. - Strong troubleshooting, debugging, and problem-solving skills. - Working knowledge of APIs, JSON, networking fundamentals, and log analysis. - Experience using SQL or similar reporting/query tools to investigate technical issues. - Excellent written and verbal communication skills in English. - Ability to quickly learn complex technical systems while managing multiple priorities. Requirements - A degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience. - Experience working with enterprise ticketing and web-based support platforms. - Experience supporting payment, FinTech, or other mission-critical software platforms. Benefits - Competitive salary and benefits - Professional growth and development opportunities - A collaborative, supportive team culture - Medical, Dental, and Vision Insurance - Flexible Spending Account (FSA) and Health Savings Account (HSA) - Employer-paid Life, AD&D, Short-Term Disability, and Long-Term Disability Insurance - Unlimited Paid Time Off and Paid Holidays - 401(k) Plan with Employer Match

• Lead and coordinate technical implementations and escalations across customer environments and internal teams • Own and optimize system integrations across Windows and Linux environments • Troubleshoot multi-layered issues spanning systems, networks, browsers, and interfaces — ensuring timely resolution and clear communication • Drive infrastructure scaling initiatives (e.g., user growth, environment migrations, performance optimization) • Ensure thorough technical documentation, handoffs, and post-incident reviews to strengthen team knowledge and prevent recurrence • Identify recurring technical challenges and proactively collaborate with Product and Engineering on long-term solutions