Sr. Technical Support Engineer

Customer Success - Remote - US

Description

SafeBreach is seeking a Senior 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 problems, interface with engineering on various product issues, and contribute to projects revolving around support tools, 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.

Location - Eastern Time Zone or Central Time Zone - a Must

Requirements

Responsibilities:

Act as the technical point of contact for SafeBreach Support

Set-up/create customer environments in 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

  

Skills & Experience:

5+ years of experience supporting enterprise software products

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 tight deadlines

Apply for Job

Headquarters

  • 111 W Evelyn Ave
  • Sunnyvale, CA94086
  • USA
  • 408-743-5279

R&D Center

  • Yosef Karo St 18
  • Tel Aviv-Yafo,
  • Israel
  • +972-77-434-4506
© SafeBreach Inc. 2021
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