СШАSupport Engineering Intern (AI & Automation Focus)
1 нед. назад
СШАTrainee
technical supportautomationaiproblem investigationcustomer case management
Internship role providing Level 1 technical support with a focus on AI and automation in cybersecurity products.
Обязанности
- protects the world's critical infrastructure. Our technology sits between the internet and the networks that keep power grids, hospitals, airports, and manufacturing plants running — which means the problems our support team solves are real, technical, and consequential.
- We are looking for a Support Engineering Intern to join our Level 1 technical support team for six months. You will work alongside experienced engineers on live customer cases: investigating issues, reproducing them in lab environments, and helping customers deploy and configure our products. This is not a shadowing program. From your first weeks you will own real tickets, with a mentor beside you.
- We are especially interested in people who are curious about AI and automation. Every case we handle is different, and getting to an answer means digging through logs, documentation, and past investigations. AI and good internal tooling can make that work sharper and faster — better search across our knowledge base, quicker log analysis, cleaner first drafts of technical documentation. If that is something you enjoy exploring, you will have room to experiment here and a team that will adopt what proves useful.
Требования
- You do not need professional experience. We care far more about how you think and how quickly you learn.
- Currently studying toward a degree in Computer Science, Information Technology, Cybersecurity, or a related field — or a recent graduate.
- Available for the full 6 months, at least 3 0 hours per week.
- Comfortable with Windows and Linux: you can navigate a filesystem, read a log, install software, and use a terminal without hesitation.
- Basic understanding of networking — TCP/IP, DNS, ports, firewalls.
- Strong analytical instincts: you like breaking a problem apart rather than guessing at it.
- Excellent written and spoken English.
- Genuine curiosity about AI and automation — and ideally, something you have already built or automated, even if small. A script, a bot, a hobby project, a workflow you tidied up. We would love to hear about it.
- A collaborative attitude and the confidence to ask questions early.
Условия
- A paid internship. Your time is worth something and we pay for it.
- A dedicated mentor and a structured 6-month learning plan with regular feedback.
- Free access to Academy certifications — credentials that stay with you after the internship ends.
- Real exposure to critical infrastructure security, a field with genuine long-term demand.
- Freedom to experiment with AI and automation, and a team that will use what you build.
- A clear path to a full-time Associate Support Engineer offer for interns who thrive.
- Recruiting Agencies: we do not accept unsolicited resumes from third party agencies for any of our open positions. To submit resumes for our jobs, there must be a recruiting contract approved by our legal team and endorsed by both parties. We are currently not accepting additional 3rd party agencies at this time.
Другое
- , a global leader in IT, OT , and ICS critical infrastructure cybersecurity, delivers an end-to-end platform that gives public and private sector organizations and enterprises the critical advantage needed to protect their complex networks, secure their devices, and ensure compliance. Over the last 20 years our commitment to innovative technology has earned the trust of more than 1,700 organizations, governments, and institutions globally, solidifying our role in protecting the world’s critical infrastructure and securing our way of life.
- Work the queue of open support tickets alongside your mentor, helping ensure timely resolution.
- Investigate and diagnose reported technical issues — gather information, reproduce the problem, and narrow down the cause.
- Search internal knowledge systems (FAQs, troubleshooting guides, past tickets, product documentation, internal wikis) to find solutions before escalating.
- Escalate complex cases to senior engineers with clear, well-documented troubleshooting notes.
- Communicate clearly and professionally with customers via email, chat, and ticketing tools.
- Help customers with installation, configuration, and integration of products.
- Build and maintain lab environments used to reproduce customer scenarios.
- Work with Product, Engineering, and QA teams to get to the bottom of technical challenges.
- Identify repetitive, manual steps in the daily support workflow and propose ways to automate them.
- Use AI assistants responsibly to speed up research, draft case summaries, and produce first-pass knowledge base content — always with human review before anything reaches a customer..
- Help the team evaluate AI-assisted support tooling and share what works and what doesn't .
- Contribute to prompt libraries, internal documentation, and reusable templates the wider support organization can use.
- Keep accurate records of customer interactions and resolutions in the ticketing system.
- Write and update knowledge base articles, FAQs, and troubleshooting guides.
- Complete product and cybersecurity training, including certifications through the Academy.
- Keep up with product updates, new features, and security industry developments.
- Hands-on experience with AI tools — ChatGPT, Claude, GitHub Copilot, or similar — applied to real tasks rather than just tried out.
- Scripting or automation experience in Python, Bash, or PowerShell.
- Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, Salesforce Service Cloud).
- Basic understanding of cloud platforms (AWS, Azure, Google Cloud).
- Interest in cybersecurity concepts: malware analysis, threat detection, secure file transfer, or OT/ICS environments.
- Personal projects, hackathons, CTFs, or open-source contributions.