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We are Devos—we love technology, data, working and playing hard, and both fútbol and football. Everything we do revolves around making our customers successful.You can find Devos in many places, from our headquarters in Boston, Massachusetts, to Madrid, Spain, as well as in Singapore and India.Devo, the cloud-native logging and security analytics company, empowers security and operations teams to maximize the value of all their data. Only the Devo platform delivers the powerful combination of real-time visibility, high-performance analytics, scalability, multi-tenancy, and low TCO crucial for monitoring and securing business operations as enterprises accelerate their shift to the cloud.Headquartered in Boston, Mass., Devo is backed by Insight Partners, Georgian, and Bessemer Venture Partners. Learn more at www.devo.com.JOB SUMMARYAs a Technical Support Engineer, you will provide remote support to customers through different channels like web, email, chat, phone, and others as needed. You will research, diagnose, troubleshoot, and resolve issues while properly managing customer expectations. This position is for the EMEA team within a cross-regional 24/7/365 support organization.RESPONSIBILITIESPerform remote customer support.Install and configure applications.Monitor and maintain the Devo platform and/or software product.Maintain effective communication with customers through different channels like web, email, and phone.Prioritize and manage the workflow.Troubleshoot, diagnose, and resolve issues.Maintain procedural documentation and reports.Learn and work on changing technologies.Respond to customer calls, emails, and act accordingly regarding issues.Establish and maintain good working relationships with customers and other professionals.REQUIREMENTSBS/BA degree in a technical field, or equivalent experience.Strong focus and dedication to customers.Effective written and verbal communication and interpersonal skills.Strong analytical approach for diagnosing and troubleshooting to resolve technical problems and issues.Demonstrated ability to organize and prioritize tasks and communications to meet resolution times.Strong troubleshooting and diagnosing skills to resolve technical issues.Good knowledge of computer systems.Familiarity with Cloud platforms (i.e., AWS GovCloud, CloudOne).Hands-on admin experience with Linux and Windows-based servers.Hands-on experience with database and/or big data query languages (i.e., SQL, SPL, Linq).Experience with syslog.Desired experience with SIEM and/or with a SOC.WHY WORK AT DEVO?Focus on Security and Data Analytics: If you’re passionate about security operations, data analytics, or enterprise-level IT infrastructure, we will offer you a chance to be part of a platform that helps organizations monitor and secure their systems in an increasingly digital world. You will have the opportunity to work with innovative products that solve real-world challenges.Career growth: You’ll join a company where we value our people and provide tremendous opportunities that come with a hyper-growth organization. Our development programs include:Company-paid job-related technical certifications.Personal development plans based on career paths.Full support for internal job movements as part of career development.Work-Life Balance: We promote a healthy work-life balance with flexible working conditions, including remote work opportunities.Multicultural environment: With offices and clients globally, we offer a chance to work in a multicultural environment, giving our employees international exposure and the opportunity to collaborate across regions.COMPREHENSIVE BENEFITSMedical health insurance: at Devo, we believe in taking care of not just our employees, but also their families.Life insurance.Meal vouchers, commuting allowance, and childcare vouchers.Employee referral program — get a bonus for helping friends get jobs at DevoEmployee Stock Option Plan.Gender and diversity initiatives to increase visibility, inclusion, and sense of belonging.Devo does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act) with respect to employment opportunities.Don’t meet every single requirement? At Devo we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.At Devo, diversity and inclusion means more than treating employees well and making them feel welcome. It is a commitment to hiring people who bring different insights because of their unique perspectives, ways of thinking, and prior experiences.We intend to continue hiring great people and protecting our culture so everyone can be themselves and speak their minds. That way Devo will always be a place filled with purpose, energy, hard work, thoughtfulness, and respect.To All Agencies: Please, no phone calls or emails to any employee of Devo outside of the Talent Acquisition team. Devo's policy is to only accept resumes from agencies via the Devo Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Devo and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.
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