Job Post

Technical Support Engineer
Cybereason
200 Clarendon Street, Floor 21
Boston, MA 02116

Cybereason is one of the most exciting companies in today’s security landscape and we have the technology, leadership and funding to build a truly long-lasting organization. As a result of fantastic growth, we are looking for a Tier-1 Support Engineer to join our Support team. The position requires acting as the technical focal point for customers over both phone and email, investigating and analyzing customer incidents and providing solutions for their needs.

In this position you will:

  • Document and update Customer incident tickets
  • Manage personal queue of open requests
  • Maintain communications with clients on the status of all open requests. All responses should be professional, complete, and well formatted.
  • Aim to answer and resolve service requests on the first call or email
  • Proactively seek to exceed customer expectations
  • Assist in reducing support load by writing on-line support materials (FAQ's and KB's)

Requirements:

  • 1+ years experience as a support engineer
  • An ability to prioritize and manage multiple tasks, act independently and exercise good judgment
  • An ability to make decisions or solve problems to identify key facts, explore alternatives and propose quality solutions
  • An ability to work well in a team environment
  • Excellent verbal and written communication skills
  • Excellent troubleshooting skills
  • Technical proficiency across Windows, Linux, and Mac platforms
  • Comfortable working in the CLI
  • Technical proficiency in computer networking
  • Network technologies (firewalls, routers, switches) and protocols (TCP/IP, DNS, LDAP etc.)
  • Experience with Apache, Tomcat or Java - an advantage
  • Experience with AWS - an advantage
  • Experience with Vmware ESX - an advantage
Category: IT/Systems/Networking

See What It's Like To Work Here

Cybereason is the leader in endpoint protection, offering endpoint detection and response, next-generation antivirus, and active monitoring services. Founded by elite intelligence professionals born and bred in offense-first hunting, Cybereason gives enterprises the upper hand over cyber adversaries. The Cybereason platform is powered by a custom-built in-memory graph, the only truly automated hunting engine anywhere. It detects behavioral patterns across every endpoint and surfaces malicious operations in an exceptionally user-friendly interface. Cybereason is privately held and headquartered in Boston with offices in London, Tel Aviv, and Tokyo.

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