Work and resolve incidents and escalations for both internal and external customers.
Perform training through hands on demonstrations, technical documentation, and recorded videos. Serve as a mentor when needed.
Contribute as part of a team and as a member of a project team while also having the ability to work independently at times.
Collaborate with development and product management teams on shared objectives and product road maps.
Respond and communicate with the customer through various channels of communication (email, phone, chat)
Create technical documents and knowledge base articles
Document customer issues
Adhere to SLAs and strive to deliver excellent customer service
Ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
Convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles
Maintain excellent organizational, written and oral communication skills
Possess a strong sense of urgency
What You Will Bring
Minimum of 3 years of software product support experience
Minimum of 1 year of experience with UNIX/Linux commands
Minimum of 2 years of experience working with Security Endpoint solutions
Excellent organizational, written and oral communication skills
Ability to drive automation projects.
Good scripting knowledge.
Familiarity with administration processes in a variety of operating systems, such as Linux/Unix, Microsoft Windows.
Excellent problem-solving skills and keen ability to diagnose and troubleshoot technical issues. Well-spoken and articulate with an attention to detail with excellent writing abilities.
Generally familiar with scripting/programming: Examples include Python, PHP, Perl, SQL.
Rudimentary understanding of intrusion detection, firewall operations, and other general security practices.
Intermediate level of networking expertise with understanding of networking fundamentals and well-known protocols/services including GRE, TCP/IP.
Ability to read and interpret network diagrams.
Basic understanding of Unix or Linux operating systems including, but not limited to:
Navigating the filesystem
Managing processes
Obtaining system statistics such as CPU, memory, disk, network interface utilization from the command line
Identifying potential problems from system logs
Solid understanding of computer network fundamentals including address resolution protocol, routing, network address translation, virtual private networks, and the OSI model.
Demonstrate ability to troubleshoot endpoint detection and response systems.
