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Dell Product Support Engineer 
Romania, Bucharest 
206954555

30.08.2024
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.