Description
Locations (Remote): Must be based in either Hyderabad or Pune
About the Job
SafeBreach is seeking a Technical Support Engineer to provide enterprise-level support to our customers.
This is a very dynamic role where you will provide technical assistance, troubleshoot and resolve customer issues, interface with engineering on various product issues, and contribute to projects revolving around support tools, and knowledge management.
This role will involve skill sets in managing customer tickets, reproducing issues, writing KBs, managing escalation, and providing product feedback into development/product management.
Who We Are
Combining the Mindset of a CISO and the Toolset of a Hacker, SafeBreach pioneered breach and attack simulation (BAS) and is the most widely used continuous security validation platform. Our platform continuously executes attacks, correlates results to help visualize security gaps, and leverages contextual insights to highlight remediation efforts.
What We Offer
Our offering to you includes a competitive selection of health & wellness policies (health, dental, vision and more), highly competitive salary, 100% remote work, flexible time off and excellent growth opportunities
The Impact You Will Have
- Act as the technical point of contact for SafeBreach Support
- Set-up/create customer environments in the support lab
- Replicate customer environments to troubleshoot and resolve problems, file defects, etc
- Manage high-profile escalations to resolution, working with internal and field personnel
- Deliver product training to support staff and others as required
- Resolve customer escalations and drive process/policy improvements through root cause analysis.
- Build strong relationships with partner teams: engineering, technical operations, product management, and quality assurance.
Requirements
Who YOU Are
- 5+ years of experience supporting enterprise cybersecurity products and services
- At least 2 years of experience in supporting or deploying Cloud-based Security SaaS solutions
- Strong security infrastructure experience - Endpoint (AV/EDR), Firewalls, IDS/IPS, SSL/IPSec, vulnerability management, DLP, MSSP, MITRE ATT&CK
- Familiarity with installation, configuration, and troubleshooting of applications on Windows and Linux operating systems
- Strong understanding of cloud technology: AWS, Azure, GCP, and others
- Exceptional written and oral communication skills
- Willingness to be hands-on, both answering the phones and resolving tickets in the queue
- Passionate about customer service and how it can transform businesses
- A natural sense of urgency, initiative, and a positive team player philosophy to be reflected in daily work ethics; strong
- Problem-solving skills and ability to handle multiple tasks under a tight deadline
- Ability to work the 4PM to Midnight shift (India Time)
What We Expect In A Great Candidate
- Exposure to the cybersecurity landscape is strongly preferred.
You will LOVE this job if
- You are passionate about our mission: to enable enterprises to identify gaps in their security architecture by leveraging the cyber attack
- You are a natural team player who thrives in fast-paced startup environments, can deal with ambiguity, wear multiple hats and handle ever changing goals and priorities