We are a leading cybersecurity company dedicated to providing innovative solutions to cyber threats and protecting our customers critical assets. Our cutting-edge technology and expert team offer unparalleled intelligence and support, enabling organizations to stay ahead of cyber adversaries. We seek a highly motivated and skilled Technical Support Engineer (Tier 2) to join our Customer Success group. The ideal candidate would have experience in Technical Support, strong customer service abilities, and excellent communication skills in English. As a Technical Support Engineer, you will be responsible for providing advanced Technical Support to our customers worldwide, ensuring the smooth operation and optimal performance of our cybersecurity solutions.
Key Responsibilities:
* Review and prioritize the queue of open customer inquiries and support requests, and ensure they are handled accurately, effectively, and efficiently.
* Provide advanced Technical Support and troubleshooting for our solutions; Diagnose and resolve issues, while collaborating with R&D and CS teams.
* Document and communicate technical solutions and best practices to customers and internal teams.
* Assist in the creation and maintenance of knowledge base articles, FAQs, and technical documentation.
Key Responsibilities:
* Review and prioritize the queue of open customer inquiries and support requests, and ensure they are handled accurately, effectively, and efficiently.
* Provide advanced Technical Support and troubleshooting for our solutions; Diagnose and resolve issues, while collaborating with R&D and CS teams.
* Document and communicate technical solutions and best practices to customers and internal teams.
* Assist in the creation and maintenance of knowledge base articles, FAQs, and technical documentation.
Requirements:
* Experience in providing customer Technical Support.
* Bachelors degree in engineering, Information Technology, or a related field.
* Excellent written English skills with the ability to communicate complex technical concepts clearly and concisely.
* Strong problem-solving skills and the ability to troubleshoot complex technical issues.
* Ability to work independently and as part of a team in a fast-paced environment.
* Strong customer service orientation and a commitment to providing exceptional support.
* Proficiency in relevant technologies, such as networking, operating systems, and cybersecurity tools.
* Familiarity with ticketing systems and customer support platforms.
ADVANTAGES:
* Prior experience in a Tier 2 Technical Support role, within the cybersecurity industry.
* Knowledge of programming and database languages.
* Familiarity with Cyber Threat Intelligence solutions and with cybersecurity concepts.
* Experience with API integrations.
* Experience in providing customer Technical Support.
* Bachelors degree in engineering, Information Technology, or a related field.
* Excellent written English skills with the ability to communicate complex technical concepts clearly and concisely.
* Strong problem-solving skills and the ability to troubleshoot complex technical issues.
* Ability to work independently and as part of a team in a fast-paced environment.
* Strong customer service orientation and a commitment to providing exceptional support.
* Proficiency in relevant technologies, such as networking, operating systems, and cybersecurity tools.
* Familiarity with ticketing systems and customer support platforms.
ADVANTAGES:
* Prior experience in a Tier 2 Technical Support role, within the cybersecurity industry.
* Knowledge of programming and database languages.
* Familiarity with Cyber Threat Intelligence solutions and with cybersecurity concepts.
* Experience with API integrations.
This position is open to all candidates.
