Cybereason Technical Support Engineer 

Germany, North Rhine – Westphalia 

633990131

Cybereason is on a mission to reverse the adversary's advantage by empowering defenders with ingenuity and technology to end cyber attacks. Talking of technology, we posted the best results in the history of MITRE ATT&CK Evaluations and were named a leader in the 2022 Magic Quadrant for Endpoint Protection Platforms by Gartner inc.

Key responsibilities include.

• Overwhelming desire to investigate and solve problems, with advanced diagnostic and troubleshooting skills
• Broad awareness of customer workloads and use cases, including performance, availability, and scalability
• Ability to think on your feet, remain calm under pressure, and solve problems in real-time
• Handle incoming support cases and calls of existing and new customers under defined SLA’s.
• Find creative and outside of the box solutions to unique problems.
• Collaborate with Product, DevOps and R&D teams to investigate and solve technical product issues.
• Work closely with the Company’s Customer Success and Sales teams, as well as our global customers across multiple territories and regions.
• Maintain a list of known issues, workarounds, and planned fixes in order to contribute to our ever growing knowledge base.

What we are looking for:

• Excellent communication skills, both written and verbal
• Patience, empathy and genuine desire to help people
• Desire and ability to rapidly learn a wide variety of new technical skills
• Collaboration: willingness and ability to get help from team members when required, and the good judgement to know when to seek help
• Hands-on experience with troubleshooting on Windows environments (client and server).
• Hands-on experience with Network and\or Endpoint Security Products.
• Thorough understanding of network protocols and technologies (TCP/IP, HTTP, Proxies and Load Balancers).
• Hands-on experience with Virtualization technologies such as VMWare and Hyper-V.
• Strong troubleshooting and problem solving skills - must have technical understanding and troubleshooting experience in Security Products and Linux or Windows environments.