Being the cybersecurity partner of choice, protecting our digital way of life.
Your Impact
- Respond to user-reported issues in adherence to established Service Level Agreements
- Triage customer reported issues and respond to them via ticketing system, phone or remote sessions
- Perform advanced troubleshooting at the application level and OS level, using your knowledge and relevant expertise
- Identify the area of fault (code, environment, or configuration) and work with the appropriate team(s) implementing the fix
- Provide timely feedback into the development process on customer-reported product problems
- Document actions to effectively communicate information internally and to customers
- Facilitate root cause investigations and manage the implementation of corrective and preventative measures
Your Experience
- Excellent customer service skills
- Previous experience in at least one customer-facing technical support position as Senior Support Engineer or as Escalations Engineer
- Able to troubleshoot and be a problem solver with analytical proficiency in Linux
- Strong scripting skills (JS\Python\Powershell)
- Knowledgeable on Security Technologies - Firewalls, Endpoint prevention, SIEM, Vulnerability management tools
- SOAR platform experience a plus - writing new and expanding new playbooks using automation and scripting tools.
- Cybersecurity knowledge and experience - advantage
- Minimum 5 years of relevant experience with strong communication and customer service skills
All your information will be kept confidential according to EEO guidelines.
