Role responsibilities:

• Work and resolve incidents and escalations for both internal and external customers.
• 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.
• Collaborate with development and product management teams on shared objectives and product road maps.
• Respond and communicate with the customer through various channels of communication (email, phone, chat)
• Create technical documents and knowledge base articles
• Document customer issues
• Adhere to SLAs and 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:

• Minimum of 3 years of software product support experience
• Minimum of 1 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
• Experience with AWS or Kubernetes or other cloud computing solutions

Preferred requirements:

• Ability to drive automation projects.
• 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 with scripting/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

– Identifying potential problems from system logs

• Solid understanding of computer network fundamentals including address resolution protocol, routing, network address translation, virtual private networks, and the OSI model.
• Demonstrate ability to troubleshoot endpoint detection and response systems.

Schedule: 24×7 schedule, 12 hours rotating shifts.