Technical Support Engineer

About the Company

Cybereason is on a mission to reverse the adversary advantage by empowering defenders with ingenuity and technology to end cyber attacks. 

We have the technology, and now we are looking to expand our talent! -  Come and talk to us about joining a market leader and a diverse team of passionate people who win as one, ensuring a customer-first approach is core to everything we do and never giving up on reversing the adversary advantage.

We are considering candidates located in Ireland .  You’ll be part of our Global Technical Support group

The technical support organization is a global team obsessed with providing excellent support to Cybereason valued customers, as well as partners and internal stakeholders. Our services include acting as the technical focal point for customers, investigating and analysing complex technical scenarios and providing innovative solutions for our customers’ needs. 

In this position you will

• 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

We are looking for

Must have-

• 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 andor 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  

Nice to have-

• 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

#LI-REMOTE

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.