Cybersecurity Technical Support Associate

Summary

Join Cyware, a thriving cybersecurity product startup, and become a key member of our team. This role focuses on providing exceptional customer support, efficiently managing tickets, and collaborating with engineering teams for timely issue resolution. You will build strong customer relationships, proactively identify and address recurring problems, and maintain service level agreements. The ideal candidate possesses strong technical skills, experience with ticketing systems (like Zendesk), and a proven track record in SaaS support within the cybersecurity domain. Cyware offers a comprehensive benefits package, including paid time off, retirement plans, insurance, and professional development opportunities, in a fast-paced, collaborative environment.

Requirements

• US Citizenship is a requirement of this position in accordance with 8 U.S.C 1324b(a)(2)(C)
• Minimum of 2-3 years of experience with Zendesk or similar ticketing system
• Minimum 2-3 years of relevant experience in technical support. Software-as-a-Service (SaaS) support experience is required
• Cybersecurity experience is required
• Hands-on experience on Linux systems and administration
• Experience with log analysis for troubleshooting and problem identification
• Exceptional listener and communicator; Strong verbal and written communications skills
• Ability to work in a fast-paced environment and multi-task on work assignments
• Strong organizational skills
• Able to work independently and in a team environment
• Excellent research and documentation skills
• Ability and interest to learn proprietary systems

Responsibilities

• Efficiently communicate updates, challenges and track the open tickets across teams for support service satisfaction for customers
• Sync with the product engineering teams for timely resolution of customer issues
• Identify recurring / impactful issues and notify key stakeholders in timely manner for effective resolution and prioritization
• Own the customer success relation and build rapport with individual customers for long lasting relations
• Be the first point of escalation of long due service tickets
• Periodic engagements with customers for product and support reviews
• Measure and maintain the SLA for support tickets
• Liaise with customers in a timely manner for service satisfaction feedback
• Open and manage trouble tickets from Team bucket. Escalate issues to the next level technician that cannot be resolved using current knowledge
• Train with the team members to learn current and new product platforms
• Communicate with the customers and provide reassurance that the issue is being properly addressed
• Ensure that customer and partner issues and concerns are resolved in a timely manner ensuring satisfaction; drive regular and proactive communication of customer issues to appropriate teams & departments within Cyware as needed
• Discuss technology in simple, every-day terms; manage multiple clients and open tickets simultaneously
• Maintain a constant focus on customer service through patient, thoughtful responses and a pleasant, engaging disposition at all times

Preferred Qualifications

• Understanding of IT product architecture would be preferred
• Network and System administration experience would be an advantage

Benefits

• Time off
• Paid holidays
• Retirement plans
• Insurance coverage
• Professional development opportunities
• Competitive compensation packages