Secureworks (NASDAQ: SCWX) is a global cybersecurity leader that secures human progress with Secureworks® Taegis™, a SaaS-based, open XDR platform built on 20+ years of real-world threat intelligence and research, improving customers’ ability to detect advanced threats, streamline and collaborate on investigations, and automate the right actions.
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.