Falcon Support Engineer (L3)

VDart, Inc. Logo
VDart, Inc.
Houston, TX, United States
  • Environmental
  • FullTime
  • PartTime
  • Shift
  • Weekends
  • Applications have closed

Job Title: Falcon Support Engineer (L3)
Location: Houston, TX (Hybrid)
Job Type: Contract

Responsibilities:

  • Handle and resolve high-priority incidents related to the Falcon product.
  • Respond to and fulfil service requests from internal and external stakeholders.
  • Conduct thorough root cause analysis to identify and resolve recurring issues.
  • Develop and maintain scripts to automate support tasks and improve efficiency.
  • Implement configuration changes to optimize product performance and functionality.
  • Collaborate with cross-functional teams to ensure timely resolution of issues.
  • Maintain detailed documentation of incidents, service requests, and resolutions.
  • Participate in shift rotations including morning/regular/evening shifts.
  • Provide on-call support during weekends as part of a scheduled rotation

Skills:

  • Proven experience in L3 technical support or a similar role.
  • Strong understanding of incident management and service request processes.
  • Proficiency in configuring and troubleshooting Falcon configurations/rules.
  • Experience with configuration management and troubleshooting complex systems.
  • Excellent analytical and problem-solving skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and in a team-oriented environment
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