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L1 Security Support Engineer

location Cluj-Napoca, Romania - Full Time / Remote to Onsite


About the role

Calling all computer network security enthusiasts! Would you like to join the fight against ransomware, next gen viruses, spyware and the ever-evolving spectrum of network security threats? Would you like to do that for a market leading, ultra-innovative cyber-defense company?

Then apply today and help customers across Europe and the US identify, pinpoint, and respond to threats. As a Level 1 Security Support Engineer, you'll act as the first line of defence, speaking with customers by phone, email and chat to triage and troubleshoot Cybereason network security products.

Benefits include intensive training, attractive compensation and the possibility to pursue professional certification.

Working

Responsibilities

  • Troubleshoot all Level 1 support from the EMEA region & First response for US customers.

  • Provide exceptional customer service while responding to phone, e-mail and online requests for technical support.

  • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.

  • Assist customers in the triaging and troubleshooting of Cybereason products.

  • Track and monitor all support cases to ensure timely resolution and follow-up.

  • Engage with Tier 2 support and escalate the cases in a timely manner.

  • Clearly identify, document, and find solutions for customer issues and product problems using Cybereason’s KB engine.

  • Escalate critical customer situations to the appropriate level of management.

  • Communicate technical issues to support teams and to Cybereason always.

Requirements

  • 1+ years in enterprise endpoint security or technical assistance center support.

  • Basic understanding about security concepts.

  • Strong understanding in Windows and basic knowledge of Linux operating system.

  • Excellent Written & Verbal communication skills.

  • Ability to work a day shift with flexibility for on-call rotation a few times a month after hours.

  • Bonus - basic understanding about Windows servers & Active Directory concepts.

  • Bonus - basic understanding about sys internal tools - Procmon, Procdump & windbg.

  • Bonus - basic knowledge in virtualization and cloud concepts.

Ready for the challenge?