Dell Product Support Team Leader 

Romania, Bucharest 

831835976

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:

• Make sure the team has all the resources available to resolve incidents and escalations for our customers.
• Perform training through hands on demonstrations, technical documentation, and recorded videos. Serve as a mentor to less experienced team members.
• Collaborate with engineering and product management teams on shared objectives and product road maps.
• Coach team members on various subjects, with an accent on technical development
• Coordinate team efforts in completing different projects and initiatives
• Oversee the creation of technical documents and knowledge base articles
• Document customer issues and manage customer escalations
• 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:

• Experience with AWS or Kubernetes or other cloud computing solutions.
• Minimum of 4 years of software product support experience
• Minimum of 2 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
• Leadership skills and ability to inspire the team to reach operational excellence
• Ability to coordinate and keep the team motivated while operating in a fast paced environment
• Excellent technical knowledge on Networking, IT Administration: Cloud integrations; Linux and Windows Troubleshooting skills and Security: Endpoint and Network
  

Preferred requirements:

• Ability to drive automation projects and process improvement
• 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
• Solid understanding of computer network fundamentals including address resolution protocol, routing, network address translation, virtual private networks, and the OSI model.