Who We Are

Want to be part of a company that empowers you to innovate and implement your powerful ideas as you help shape the future of cybersecurity? Since 2012, CRITICALSTART has assisted in safeguarding numerous businesses from cyberattacks, preparing them for upcoming threats, and earning a plethora of awards along the way.

We thrive on innovation, devoid of bureaucracy. CRITICALSTART pioneered the first MOBILESOC app for on-the-go threat detection and response, devised a method to automatically resolve the majority of security alerts, and introduced services that reduce alert investigation time by 99.3% (our analysts truly appreciate us for that).

Everything we do revolves around our three core principles:

• Do what’s best for our customers.
• Do what’s best for our employees.
• Don’t do things that suck.

That's basically it.

If you'd prefer to hear from our Critical Crew, watch this video to learn about their perspectives. Look at our Glassdoor reviews for another internal viewpoint (Pssst...want to grab our attention when you submit your resume? Include something about our Glassdoor reviews that resonated with you).

What can we offer you?

• Daily opportunities to make a difference. Whether it's protecting our customers from attacks and breaches or contributing to the greater good.
• An abundance of intelligent, talented, high-performing individuals to collaborate with. We value accountability, support each other's growth, and genuinely enjoy what we do.
• An approach of continuous improvement to revolutionize our industry and surpass mediocrity. While many cybersecurity companies hire competent individuals, we believe in striving for excellence. Don't you believe you're capable of more than just being good?
• Constant learning, unlocking innovative ideas, and a nurturing, cooperative environment.
• Extensive industry recognition. We receive so much acclaim that it's nearly overwhelming. Almost.
• Our teammate put it best: "Every day presents new challenges and ample opportunities for professional growth... Your contributions directly impact the company's overarching purpose, and the sense of belonging and culture are unparalleled."

• Provide the first line of support to Critical Start customers, ensuring accurate and timely ticket handling for break/fix, bug, and enhancement requests across Endpoint, SIEM, and security-focused tools.
• Collaborate with internal teams to restore services for critical systems and act as incident manager for major issues from initiation to resolution, including delivering a root cause analysis (RCA) to customers.
• Manage ticket queues to meet or exceed KPIs, communicating customer risks to Sales and Customer Success, and contributing to knowledge sharing through documentation.
• Collaborate with R&D, Development, and Product teams to relay feedback.
• Participate in ongoing training to support your professional growth.
• Create, author, and review knowledge articles that empower team members and enhance the customer experience.

Required Qualifications:

• 5+ years of experience in customer support, customer success, or account management with a SaaS, Cloud, or Security provider (MSP/MSSP).
• Experience supporting SIEM tools such as Sentinel, Splunk, or others; including configuration, log source health validation, and connector configuration.
• 5+ years of direct experience in technical customer support.
• Proven experience in facilitating communication, problem resolution, and incident management.
• Strong written and verbal communication skills.
• A collaborative approach to problem-solving, ensuring the right people are involved without adding unnecessary complexity.
• Familiarity with using ticketing systems to intake, track, manage, and resolve customer requests and incidents.
• Ability to build relationships and communicate effectively with internal teams to help deliver positive customer outcomes.
• Ability to participate in on-call rotations to provide timely support and ensure continuous service availability.

Desired Qualifications:

• AI cybersecurity experience is an additional advantage.
• 3+ years of experience with Azure Sentinel, Splunk, or a similar SIEM platform.
• Experience working with SIEM products, preferably Splunk Enterprise, SplunkCloud, Microsoft Sentinel, SumoLogic, and/or Devo.
• Experience in setting up and configuring forwarding solutions, such as Heavy Forwarders, Universal Forwarders, Microsoft AMAs, and Devo Relays.
• Proficiency in search query languages, such as SPL, KQL, and SQL.
• Working knowledge of Linux command-line interface (CLI).

What It's Like Working Here

Imagine a dynamic, enjoyable, and rewarding work environment. We are professionals, and the work we do holds immense significance, like saving our customers from potential disasters. However, we believe in not taking ourselves too seriously.

Prefer a casual dress code every day? No problem, as we find comfort enhances our thinking.

Our workplace in Plano, TX offers open offices, collaborative meeting spaces, phone rooms, and wellness rooms. In the breakroom, friendly competition arises with games like ping-pong, bubble hockey machine, foosball, or the gaming machine. What harm does a little healthy competition among friends do?

What does our Compensation and Benefits package entail?

• Competitive salary with bonus potential
• 100% employee coverage for healthcare/50% coverage for dependents
• Unlimited PTO (Paid Time Off) policy
• Paid Parental and Military Leave
• Dental and Vision Plan
• Employer-provided Life Insurance, Long-Term Disability, and Short-Term Disability coverage
• Additional Voluntary Life Insurance coverage
• 401(k) Plan with Matching Program
• 24/7/365 availability of Employee Assistance Program
• Teladoc Mental Health Benefits
• Optional Pet Benefits Discount Plan
• And a new Tesla... just kidding! Kudos for making it to the end.

Critical Start welcomes people from all backgrounds and walks of life. One of our core values is to "Do what’s best for our employees," and that starts with the hiring process by finding the best candidates and providing an environment that upholds equal employment opportunities for all employees and applicants, strictly prohibiting any form of discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy encompasses all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Mental and Physical Requirements

Physical:

• Stationary position for extended periods of time.
• Constantly operate a computer.
• Occasionally you may be required to move equipment or other items up to 20 lbs.
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.

Mental:

• Must be able to apply established protocols in a timely manner.
• Make timely decisions in the context of workflow.
• Ability to complete tasks and perform in situations requiring speed deadlines, or productivity quota.
• Ability to work effectively and efficiently in high stress situations.
• Ability to simultaneously address multiple complex problems.

For positions that can or will be performed, in whole or in part, remotely within the U.S., range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, experience, performance in the role, and potential for revenue generation (sales roles only).

Compensation:

The total compensation range (base) being offered for this role is [$70,000 USD - $90,000 USD].

Additional Compensation: This role is not eligible for additional or other forms of compensation.

Employment Benefits: 100% employee coverage for healthcare/50% coverage for dependents, unlimited PTO (Paid Time Off) policy, paid Parental and Military Leave, dental and vision plan, Employer-provided Life Insurance (up to $100K coverage), Long-Term Disability, and Short-Term Disability coverage, 401(k) Plan with Matching Program, 24/7/365 availability of Employee Assistance Program.

Application Deadline: The application deadline for this position is November 29, 2024.

How to Apply: Interested candidates are invited to visit our career site and apply for the position: https://www.criticalstart.com/careers/

#LI-Remote

#LI-CV1

Join our highly skilled Site Reliability team

Our team designs, develops, and manages applications and infrastructure that support Akamai's products and services. We specialize in creating solutions that help improve observability and enforce SLAs across all internal teams. We do all of this while maintaining Akamai's mission to make life better for billions of people, billions of times a day.

Partner with the best

As a Site Reliability Engineer II, you will collaborate across operations teams and application development teams. Together, you will be creating tooling and software that monitors and improves the reliability of our systems. You'll work with a diverse range of technologies as we release new applications and modernize existing tooling.

About us

Akamai powers and protects life online. Leading companies worldwide choose Akamai to build, deliver, and secure their digital experiences helping billions of people live, work, and play every day. With the world's most distributed compute platform from cloud to edge we make it easy for customers to develop and run applications, while we keep experiences closer to users and threats farther away.

• Deploying and maintaining our observability platform and internal tooling
• Partnering across teams to ensure the reliability, scalability and usability of our products and services
• Providing guidance to engineers and developers to increase confidence that their services are performing as expected
• Collaborating with our support, operations and engineering teams to investigate and troubleshoot complex problems
• Improving system monitoring and analysis platforms to ensure rapid error detection and remediation, including developing automated remediations
• Participating in on-call rotations, guiding restoration and repair of service-impacting issues

Required Qualifications:

• Have 2 years of experience and a Bachelor's Degree in Computer Science or its equivalent experience
• Possess experience developing applications and scripts using languages such as Python, and Bash
• Be familiar with containerization technologies such as Docker or Podman and container orchestration (Kubernetes, Nomad)
• Have experience with database engines like PostgreSQL, Apache Cassandra, etc.
• Have experience operating or building web applications, RESTful APIs, and distributed systems

Preferred Qualifications:

NA

Do what you love

To be successful in this role you will:

Work in a way that works for you

FlexBase, Akamai's Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply.

Working for you

At Akamai, we will provide you with opportunities to grow, flourish, and achieve great things. Our benefit options are designed to meet your individual needs for today and in the future. We provide benefits surrounding all aspects of your life:

• Your health
• Your finances
• Your family
• Your time at work
• Your time pursuing other endeavors

Our benefit plan options are designed to meet your individual needs and budget, both today and in the future.

Join us

Are you seeking an opportunity to make a real difference in a company with a global reach and exciting services and clients? Come join us and grow with a team of people who will energize and inspire you!

Compensation

Akamai is committed to fair and equitable compensation practices. The base salary for this position ranges from $83,800 - $174,200/year; a candidate’s salary is determined by various factors including, but not limited to, relevant work experience, skills, certifications and location. The compensation package may also include incentive compensation opportunities in the form of annual bonus or incentives, equity awards and an Employee Stock Purchase Plan (ESPP). Akamai provides industry-leading benefits including healthcare, 401K savings plan, company holidays, vacation (in the form of PTO), sick time, family friendly benefits including parental leave and an employee assistance program including a focus on mental and financial wellness; Eligibility requirements apply.

Summary Information and Company Overview

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. For more information, visit www.vectra.ai.

Your Role

As a Technical Account Manager (TAM) at Vectra, you'll play a pivotal role in fostering strong relationships with our enterprise customers. You'll be responsible for understanding their unique business needs and goals, and providing tailored guidance to maximize the value they derive from our cybersecurity solutions.

Your Impact

Leveraging your deep understanding of Vectra products and cybersecurity best practices, you'll guide customers through their entire journey, from onboarding to value realization and expansion. By building strong relationships with key stakeholders, you'll ensure customer satisfaction, drive adoption, and identify opportunities for growth.

Responsibilities

• Customer Relationship Management: Cultivate and nurture strong relationships with enterprise customers, serving as their trusted advisor and advocate.
• Value Delivery: Proactively guide customers towards realizing the full potential of their Vectra investment through strategic guidance and support.
• Technical Expertise: Provide technical expertise and support to ensure seamless integration into customers' environments.
• Growth Opportunities: Identify and pursue expansion opportunities within existing customer accounts, collaborating closely with the sales team to drive revenue growth.
• Risk Mitigation: Assess renewal risks and develop proactive strategies to address potential challenges.
• Crisis Management: Respond effectively to customer incidents and crises, coordinating cross-functional teams to ensure timely resolution and minimize disruption.
• Program Development: Create and implement repeatable programs and processes to optimize product adoption, usage, and alignment with customer business objectives.
• Metrics Tracking: Monitor and report on key performance indicators (KPIs) to measure customer satisfaction, health, adoption rates, and overall success.
• Customer Visits: Travel to customer sites as needed to provide in-person support and build stronger relationships.

Requirements

• Technical Foundation: A solid understanding of network security, enterprise software, and cybersecurity best practices.
• Customer-Facing Experience: Minimum of 5 years of experience in a customer-facing role, preferably within enterprise subscription-based vendors.
• Enterprise Expertise: Proven track record of successfully supporting high-touch enterprise customers.
• Security Knowledge: Familiarity with security product lines (firewalls, sandboxing, SIEM, forensics).
• Technical Proficiency: Understanding of TCP/IP, DNS, VPN, and SSL technologies.
• Project Management: Strong project management skills with a focus on detail and execution.
• Customer Empathy: A passion for delivering exceptional customer experiences and driving business outcomes.
• Relationship Building: Proven ability to establish and maintain strong relationships with C-level executives.
• Communication Skills: Excellent written and verbal communication skills, including strong presentation abilities.
• Analytical Skills: Strong analytical and problem-solving skills to identify opportunities and address challenges.
• Bachelor's Degree: Relevant Bachelor's degree, preferably in computer science or a related field.

By joining our team, you'll have the opportunity to make a significant impact on the success of our enterprise customers and contribute to Vectra's continued growth.

Our competitive total rewards package includes cash compensation within the range provided below. Actual pay for this position may vary based on the hired candidate's location, experience, and relevant incumbent pay position.

Vectra Total Rewards

• Compensation Range: $140,000 — $170,000 USD

Vectra provides a comprehensive total rewards package that supports the financial, physical, mental and overall health of our employees and their families. Compensation includes competitive base pay, incentive plan eligibility, and participation in the employee equity plan (stock options). Specific benefits offered vary by location, but commonly include health care insurance, income protection / life insurance, access to retirement savings plans, behavioral & emotional wellness services, generous time away from work, and a comprehensive employee recognition program.

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.