Job description
About Us
Cybereason gives organizations the upper hand by taking an entirely new approach to cybersecurity with AI Hunting, the first AI-powered technology that answers the question “Am I under attack?” proactively, without manual effort.
We are a company that wins as one. We are daring, always evolving, and never give up. Most importantly we accept our employees for who they are and embrace people that may not fit the typical mold #UBU.
Position Summary
We are looking for a bright Tier-3 Support Engineer who will provide enterprise level technical support for our customers. As a part of the ongoing job, the ideal candidate will perform customer support tasks for Cybereason’s innovative hunting platform and be able to work remotely within Singapore.
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
Experience
- 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
- Databases (MySQL, Mongo) - Advantage
- 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
More About Cybereason:
Our culture and how we operate reflects in our shared values. Our #Defenders are individuals with diverse skill sets and backgrounds who are driven to innovate and scale with our growing organization. We are a team that strives to learn from each other, solve challenging problems, and work collaboratively toward our goal of reversing the adversary advantage.
Core Values:
- Win As One: The power of an individual is less than the power of a team.
- Ever Evolving: Change keeps us at the forefront, so we encourage it.
- Daring: To achieve the impossible, we must dare to be different.
- Obsessed with Customers: We believe gaining our customers’ trust is the most important part of what we do.
- Never Give Up: We are tenacious and resilient, and we never stop.
- UbU: We believe people can only unlock their full potential when they work somewhere that accepts who they are.
If these values resonate with you and our vision excites you, join us today and help us end cyber attacks from the endpoint to everywhere! #Defenders
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Cybereason we are dedicated to building a diverse, inclusive, and authentic workplace (#uBu), so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
