Being the cybersecurity partner of choice, protecting our digital way of life.
Your Career
You will work firsthand with our valued customers to address their complex post–sales concerns where analysis of situations or data requires an in–depth evaluation of many factors. You are a critical thinker in understanding the methods, techniques, and evaluation criteria for obtaining results. You'll enjoy networking with key contacts outside your own area of expertise, with a strong capability of detailing difficult technical issues to both non–technical and technical professionals.
You will regularly participate in technical discussions with multi–functional teams, creating an environment of transparency that ultimately leads to better products, better working environments, and better cybersecurity. Your quick thinking and support to our clients provides the fast assistance they need to keep their environments secure - which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).
Your Impact
Provide Technical Support to customers and partners
Provide configurations, troubleshooting and best practices to customers
Manage support cases to ensure issues are recorded, tracked, resolved, and follow–ups are completed in a timely manner
Provide fault isolation and root cause analysis for technical issues
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides, etc.
Travel to customer sites in the event of a critical situation to expedite resolution as required
Provide on–call support 24x7 on an as needed basis
Your Experience
Experience in AI/ML technologies - Understanding of machine learning algorithms and models.
Experience with cloud platforms like AWS, GCP, or Azure, particularly in security contexts.
Proficiency in network security principles, including firewalls, VPNs, IDS/IPS, and secure access.
Familiarity with security tools - Experience with SIEM, IDS/IPS, or other security monitoring tools.
Strong knowledge of Linux/Unix environments including system administration and security best practices.
Strong troubleshooting and diagnostic skills to resolve complex technical issues efficiently.
Proven experience in a customer-facing technical support role, providing solutions to enterprise clients.
Strong communication skills to articulate complex technical issues to both technical and non-technical stakeholders.
You’ll be involved in implementing new products, transitioning from old products to new, and fixing integrations and critical issues as they are raised — in fact, you’ll seek them out to ensure our clients are safely supported. We fix and identify technical problems, with a pointed focus on providing the best customer support in the industry.
All your information will be kept confidential according to EEO guidelines.
All your information will be kept confidential according to EEO guidelines.
