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.