Senior Technical Support Engineer

Summary

Join Cybereason as a Tier-3 Support Engineer and provide enterprise-level technical support to our customers. You will handle support calls and emails, investigate complex customer scenarios, and develop innovative solutions. Collaborate with product, R&D, customer success, and sales teams. Work remotely within Singapore. Contribute to our knowledge base by maintaining a list of known issues and workarounds. This role requires at least two years of experience as a Tier 3 Technical Support Engineer.

Requirements

• Experience as a Tier 3 Technical Support Engineer - at least 2 years
• Proven experience with Linux, Windows, Bash and Python
• Prior hands-on work with cloud environments (AWS/GCP/Oracle)
• Experience with server virtualization technologies(VmWare/Hyper-V/XenDesk) and/or supporting On-Premise Solutions
• Technical understanding and troubleshooting experience in web products and environments
• Strong client-focus and collaborative work style
• Ability to understand and explain technical information
• People person & team player - collaborate with team members and welcome the opportunity to interact with anyone, everywhere
• Be autonomous and autodidact. You don't mind working independently from time to time
• Service oriented approach with strong client-focused skills, able to process and explain technical information in various levels

Responsibilities

• Act as the technical focal point for customers, partners and internal teams, investigating and analyzing complex customer scenarios and providing innovative solutions for their needs
• Handle incoming supports calls/emails of existing and onboarding customers under defined SLA’s
• Finding creative solutions, possess out of the box thinking to unique problems, and capable of thriving under pressure
• Collaborate with Product team and R&D scrum teams to ensure Cybereason’s hunting platform are designed for supportability
• Work closely with the company’s Customer success and Sales teams, as well as our global customers across multiple territories and regions
• Maintain a list of known issues, workarounds, and planned fixes in order to contribute to our ever growing knowledge base

Preferred Qualifications

Databases (MySQL, Mongo) - Advantage