Cybersecurity Technical Support Associate

Summary

Join Cyware's team as a support specialist, efficiently communicating updates and tracking tickets to ensure customer satisfaction. Collaborate with engineering teams for timely issue resolution, identify recurring problems, and build strong customer relationships. You will be the first point of escalation for overdue tickets, conduct product reviews, maintain SLAs, and gather feedback. Additional responsibilities include managing trouble tickets, training team members, and reassuring customers. Maintain a focus on customer service, addressing issues promptly and communicating effectively. This role requires US citizenship and a second shift schedule.

Requirements

• US Citizenship is a requirement of this position in accordance with 8 U.S.C 1324b(a)(2)(C)
• Flexibility to work 2nd shift (2pm - 10pm EST)
• 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

• We offer a comprehensive benefits package including time off, paid holidays, retirement plans, insurance coverage and much more
• We’ll invest in your career. Our company is growing quickly and we will give you the opportunity to do the same. You will have access to a number of professional development opportunities so that you can keep up with the company’s evolving needs
• We offer competitive compensation packages