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Ict Engineer (Escalation Engineer)

Private Company - Melbourne, VIC

Source: uWorkin


Exabeam is seeking a client-facing ICT Engineer (Escalation Engineer) with a problem-solving mindset to support and resolve challenging and complex technical issues experienced by some of our highest-value customers.

The Escalation Engineer will work as part of the Customer Success Team as the premier technical resource to identify, manage, troubleshoot, and resolve customer facing problems. The role will interface directly with both customers and engineering teams to ensure smooth and swift resolution.

We solve challenging and complex problems every day, we collaborate and share knowledge with each other and innovate solutions enabling our customers to make the most of Exabeam’s software.

Main Tasks and Duties

  • Work on next generation SIEM (Security Information and Event Management) technology Data Lake (Log Management System), Advanced Analytics (User Behaviour & Entity Analytics), Incident Responder and SkyFormation (cloud connectors).
  • Reproduce incidents and if necessary, file defect reports, escalate cases to engineering and provide necessary documentation.
  • Tackle technical challenges involving CentOS Linux, Docker, Elasticsearch and Kibana, Google Cloud.
  • Act as a technical leader and assist in the growth of other engineers through one-on-one mentoring, one-to-many education scenarios and problem-solving collaboration.
  • Provide general guidance on computer security principles, often in sensitive environments


  • Be the top technical resource for the company’s most valued and strategic customers
  • Study customer data, environment and configuration to identify and narrow down root cause
  • Perform in-depth analysis of issues to support engineering fixes and highlight common issues and trends
  • Assist customers and front-line support engineers to diagnose, troubleshoot, and resolve customer issues
  • Act as a technical leader and assist in the growth of other engineers through one-on-one mentoring, one-to-many education scenarios and problem-solving collaboration.
  • Ability to build business relationship with key customer contacts and Technical Account Managers and enhance the trust
  • Ability to quickly identify customer issues to specific process, service or component; and being able to conduct in-depth analysis with the engineering group effectively.
  • Develop tools, scripts to automate troubleshooting activities and explore diagnostic opportunity based on monitoring/alerts

Skills or experience required for the position:

  • BS/MS in Computer Science or related technical discipline
  • Experience with Linux is a must
  • Coding/Scripting experience (PowerShell, Python, Java etc..)
  • Creative and critical thinking skills
  • Must be able to work well independently and in a team environment.
  • Must be able to work in a fast-paced technical environment and sophisticated cyber-security products with frequent product releases and updates
  • Self-motivated with a strong desire to reach your potential and grow your career at Exabeam with further opportunities
  • Highly developed, process-oriented skills for troubleshooting, problem solving, and problem resolution