Alyson Bailey
L3 Technical Support Engineer
Morrisville,NC
Summary
Varonis Technical Support Engineer with a demonstrated history of delivering exceptional technical support and customer service to customers and other Varonis departments. Skilled in troubleshooting complex product issues, identifying root causes, and providing permanent solutions. A proactive team player with excellent communication skills and deep understanding of self-hosted and SaaS Varonis infrastructure, networking, system, SQL, and Active Directory.
Overview
4
4
years of professional experience
Work History
L3 Technical Support Engineer
Varonis
Morrisville, NC
2 2024 - Current
- Independently troubleshoot and resolve complicated technical issues related to the customer's environment by analyzing product & systemic issues.
- Mentor FLS, L2, and other L3s for self-hosted and SaaS when needed and helping L2s grow to become L3s.
- Actively participate in Skill Group training sessions.
- Manage customer escalations by prioritizing and leading the investigation with Engineering while ensuring the customer is always aligned with the latest status.
- Investigating complex product issues, identifying root causes, and providing permanent solutions.
- Provide insight and knowledge within the Consultation Chatter Groups, Teams consultations, and by shadowing TSEs in customer sessions.
- Completing Technical Maestro reviews for L2 cases.
- Complete Varonis and outside training to further develop knowledge.
L2 Technical Support Engineer
Varonis
Morrisville, NC
06.2022 - 02.2024
- Independently troubleshoot and resolve complicated technical issues related to the customer's environment by analyzing product & systemic issues.
- Mentor FLS and other L2s for self-hosted and SaaS when needed.
- Ensure knowledge is preserved through knowledge articles and documentation.
- Complete Varonis and outside training to further develop knowledge.
Front Line Support Representative
Varonis
Morrisville, NC
12.2020 - 06.2022
- Independently troubleshoot technical issues related to the customer's environment by analyzing product & systemic issues.
- Provide technical support to customers calling into Varonis Support line.
- Ensure knowledge is preserved through knowledge articles and documentation.
- Complete Varonis and outside training to further develop knowledge.
Education
High School Diploma -
Wake Forest Rolesville High School
Wake Forest 05.2001 -
Skills
Varonis Self-Hosted and SaaS Support and Infrastructure
Technical Troubleshooting
Root Cause Analysis
SQL Server Management Studio
Teamwork and Collaboration
Excellent Communication
Mentoring
Technical Documentation and Knowledge Base
Timeline
L2 Technical Support Engineer
Varonis
06.2022 - 02.2024
Front Line Support Representative
Varonis
12.2020 - 06.2022
High School Diploma -
Wake Forest Rolesville High School
05.2001 -
L3 Technical Support Engineer
Varonis
2 2024 - Current
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