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're 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 â which means you'll need to move quickly, thoughtfully, and provide technical assistance as needed (often, in high pressure situations).
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) to implement the fix
- Provide timely feedback on 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
- Required strong experience with Windows OS, Linux OS and macOS based applications (Installation, troubleshooting, Debugging)
- Experience understanding malware, exploits, operating system structure, and behavior
- Experience with Android OS based applications (Installation, troubleshooting, Debugging)
- Strong experience with MS environment (SCCM, GPO, AD, MSSQL, IIS)
- Experience with EndPoint security software is a plus (Antivirus, DLP, IPS, NAC)
- Knowledge of SIEM, vulnerability management tools, and firewalls
- Experience with batch scripting and Python is a plus
- Strong ability to independently troubleshoot, reproduce issues and identify possible workarounds in broad, complex, and unique environments with mixed applications and protocols required
- Knowledge of Cloud infrastructure is a plus
- Knowledge of VDI (VMWare Horizon, Citrix XenApp, and XenDesktop) is a plus
- 5+ years of relevant experience with strong communication and customer service skills
You'll be involved in implementing new products, transitioning from old products to new, and will fix 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 of providing the best customer support in the industry.
Compensation Disclosure
The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary (for non-sales roles) or base salary + commission target (for sales/com-missioned roles) is expected to be between $94,000/yr to $152,000/yr. The offered compensation may also include restricted stock units and a bonus. A description of our employee benefits may be found .
All your information will be kept confidential according to EEO guidelines.
