Dell Product Support Engineer 

Romania, Bucharest 

733919789

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.

Requirements

• In-depth knowledge of 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.
• Familiarity with scripting/programming: Examples include Python, PHP, Perl, SQL.
• Advanced understanding of intrusion detection, firewall operations, and other general security practices.
• Advanced 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.
• Strong 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
• In-depth understanding of computer network concepts and practices including address resolution protocol, routing, network address translation, virtual private networks, and the OSI model.
• Demonstrate ability to troubleshoot endpoint detection and response systems.

Skills and abilities

• Client-focused with a passion for delivering service excellence.
• Ability to empathize with customers and understand their needs.
• Excellent problem-solving skills and keen ability to diagnose and troubleshoot technical issues.
• Well-spoken and articulate with an attention to detail with excellent verbal communication and writing abilities.
• Ability to adapt to changing environments and priorities.

Role Responsibilities

• Work and resolve incidents taken directly from stakeholders as well as field escalations from both internal and external customers.
• Participate in an on-call rotation to ensure coverage for off hour escalations and outages.
• Perform weekend and off-hours work as necessary to meet customer change window requirements.
• 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.
• Manage escalations to product engineering team and work bug triage process to resolution.
• Collaborate with the development, product management teams on shared objectives and product road maps.

Education and Experience

• Prior experience in a support role, such as application, software, or technology support.
• Undergraduate Degree in a technical field such as Computer Science, Information Technology and 3-5 years of relevant experience or Graduate degree and 1-2 years of relevant experience.
• Non-vendor specific certifications such as Linux+, Security+, Network+ or SANS/GIAC Certifications (GPPA, GCIA, and GCIH).