Technical Support Engineer - Level 3

Summary

Join Cybereason's Global Technical Support group as a Senior Support Engineer and contribute to a customer-first approach. You will handle incoming support cases, troubleshoot technical issues, collaborate with various teams, and maintain a knowledge base. This role requires 4+ years of support experience, including at least 1-2 years at a senior level with security products. Fluency in Arabic and English is mandatory, along with hands-on experience in Linux, Windows environments, network security, and virtualization. Strong troubleshooting and communication skills are essential. The position offers a remote work opportunity and the chance to work with a diverse team.

Requirements

• Minimum 4+ years experience of Support with at least 1-2 years of support experience at a senior level working on a wide range of security products
• Must speak fluent Arabic and English
• Hands-on experience with Linux
• Hands-on experience with troubleshooting on Windows environments (client and server)
• Hands-on experience with Network and/or Endpoint Security Products
• Thorough understanding of network protocols and technologies (TCP/IP, HTTP, Proxies and Load Balancers)
• Hands-on experience with Virtualization technologies such as VMWare and Hyper-V
• Strong troubleshooting and problem solving skills - must have technical understanding and troubleshooting experience in Security Products and Linux or Windows environments
• Strong English communications skills - written and verbal
• Team Player with collaborative work style - A Must!
• Naturally curious and excited to learn new technologies
• Service oriented approach with strong client-focused skills, able to process and explain technical information in various levels

Responsibilities

• Cover the regional shift pattern from Sunday - Thursday
• Handle incoming support cases and calls of existing and new customers under defined SLA’s
• Find creative, out of the box solutions to unique problems
• Collaborate with Product, DevOps and R&D teams to investigate and solve technical product issues
• 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

• 4 years+ relevant work experience in the XDR/SIEM security domain
• Working knowledge of big data platforms such as Google Chronicle, Elasticsearch, or Splunk
• Proven experience with Bash and Python
• Experience with databases
• Windows troubleshooting tools & skills
• Experience with Apache, Tomcat or Java
• Experience with AWS/GCP
• Experience with Jenkins, Ansible and Puppet
• Practical knowledge and hands-on experience in Offensive Security

Benefits

#LI-REMOTE