Cybereason L1 – Security Support Engineer

Poland
Posted 5 months ago

Job Title: Cybereason L1 – Security Support Engineer
Location: Poland
Experience: 1+ Years in enterprise endpoint security or technical assistance centre support

 

Responsibilities:

  • Troubleshoot all Level 1 support from the EMEA region & First response for US customers.
  • Provide exceptional customer service while responding to phone, e-mail, and online requests for technical support.
  • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.
  • Assist customers in the triaging and troubleshooting of Cybereason products
  • Track and monitor all support cases to ensure timely resolution and follow-up.
  • Engage with Tier 2 support and escalate the cases in a timely manner
  • Clearly identify, document, and find solutions for customer issues and product problems using Cybereason’s KB engine.
  • Escalate critical customer situations to the appropriate level of management.
  • Communicate technical issues to support teams and to Cybereason always

 

Qualifications:

  • 1 + Years in enterprise endpoint security or technical assistance centre support
  • Basic understanding of security concepts
  • Strong understanding of Windows
  • Basic understanding of Windows servers & Active directory concepts is an added advantage.
  • Basic knowledge of Virtualization and Cloud Concepts is an added advantage.
  • Excellent Written & Verbal communication skills
  • Ability to work a day shift with flexibility for on-call rotation a few times a month after hours.

Job Features

Job CategoryTech Support
Job Level1 - 5 Years
Experience1 - 2

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