דרושים Product Support Team Leader ב-Dell ב-Romania, Bucharest

Key Responsibilities:

• Work and resolve incidents and escalations for both internal and external customers.
• Perform training through hands on demonstrations, technical documentation, and recorded videos. Serve as a mentor when needed.
• Contribute as part of a team and as a member of a project team while also having the ability to work independently at times.
• Collaborate with development and product management teams on shared objectives and product road maps.
• Respond and communicate with the customer through various channels of communication (email, phone, chat)
• Create technical documents and knowledge base articles
• Document customer issues
• Adhere to SLAs and strive to deliver excellent customer service
• Ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
• Convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles
• Maintain excellent organizational, written and oral communication skills
• Possess a strong sense of urgency

Minimum Requirements:

• Minimum of 3 years of software product support experience
• Minimum of 1 year of experience with UNIX/Linux commands
• Minimum of 2 years of experience working with Security Endpoint solutions
• Excellent organizational, written and oral communication skills
• Experience with AWS or Kubernetes or other cloud computing solutions

Preferred requirements:

• Ability to drive automation projects.
• Good scripting knowledge.
• Familiarity with administration processes in a variety of operating systems, such as Linux/Unix, Microsoft Windows.
• Excellent problem-solving skills and keen ability to diagnose and troubleshoot technical issues. Well-spoken and articulate with an attention to detail with excellent writing abilities.
• Generally familiar withscripting/programming:Examples include Python, PHP, Perl, SQL.
• Rudimentary understanding of intrusion detection, firewall operations, and other general security practices.
• Intermediate level of networking expertise with understanding of networking fundamentals and well-known protocols/services including GRE, TCP/IP.
• Ability to read and interpret network diagrams.
• Basic understanding of Unix or Linux operating systems including, but not limited to:
  • Navigating the filesystem
  • Managing processes
  • Obtaining system statistics such as CPU, memory, disk, network interface utilization from the command line
  • Identifying potential problems from system logs
• Solid understanding of computer network fundamentals including address resolution protocol, routing, network address translation, virtual private networks, and the OSI model.
• Demonstrate ability to troubleshoot endpoint detection and response systems.

: 24x7 schedule, 12 hours rotating shifts

What's Great About Sophos?

• Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.
• Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit.
• Employee-led diversity and inclusion networks that build community and provide education and advocacy.
• Annual charity and fundraising initiatives and volunteer days for employees to support local communities.
• Global employee sustainability initiatives to reduce our environmental footprint.
• Global fitness and trivia competitions to keep our bodies and minds sharp.
• Global wellbeing days for employees to relax and recharge.
• Monthly wellbeing webinars and training to support employee health and wellbeing.

You will:

• Manage the end-to-end workflow for handling and responding to vulnerabilities and reports, working with Product and Application Security staff, engineering, diverse and global product teams, and support organizations

• Evaluate the current state of operations, defining a future state and initiatives to achieve it.

• Provide innovative ideas and strategic insights for applying AI to manage the vulnerability response process as a PSIRT Technical Program Manager, while developing and building best practice methods, processes, workflows, and continuous improvement initiatives to scale and increase the efficiency of Dell PSIRT processes.

• Present and communicate status to business executives and stakeholders, tailoring the presentation of information to match the audience.

• 5+ years of related experience, specifically in Security Operations, Product Security, Product Security Incident Response (PSIRT), or Risk Management or Information Systems

• Strong project and program management skills (e.g., stakeholder management, planning, organizing, monitoring, and reporting on project activities)

• Ability to prioritize projects, tasks, and deliverables and manage dynamic priorities

• Strong analytical, process management and reporting skills

• Results-driven and accountability-minded: “gets it done and can do” attitude)

Desirable Requirements

• Bachelor’s degree in Computer Science, Information Systems, or a related field, or equivalent professional experience

• SANS GIAC certifications are a plus

As an Inside Sales Product Specialist, you will deliver technical solutions to the Inside Sales Team that address customers’ varying needs, either working on your own or with a subject matter expert on more complex solutions.
•Understand the Dell Technologies portfolio and explain how complex multi-faceted solutions will benefit the overall business of the customer
•Provide expert guidance and direction to the core Sales team by utilizing strategic probing to identify, evaluate and recommend highly complex alternative technology solutions
•Achieve or exceed targets by selling solutions and developing strong relationships with our partners and distributors
•Execute sales campaigns accurately and promptly•An in-depth understanding of IT technology products and services
•Good analytical, decision-making and organizational skills
•Clear communication skills, both verbal and written, and solid customer relationship skills
•Experience in a technical pre-sales role
•Bachelor’s degree in business management, IT or a related discipline.