Technical Support Engineer

Customer Success - Tel Aviv, IL

Description

SafeBreach is seeking a Senior Technical Support Engineer to provide enterprise level support to our customers in EMEA and APAC.

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.


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

Requirements

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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