Technical Support Engineer

DeepInstinct-posted 3 months ago
$95,000 - $105,000/Yr
Full-time
101-250 employees
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You are passionate about technology and customers. You are a true problem solver; the Technical Support Engineer will take personal ownership in seeing a problem through to resolution. You will be a key resource to all teams for technical requests and questions. You will proactively help to drive service delivery and improve Enterprise IT products and services. This position is a Third Shift position. You will understand the product and processes at all levels, as well as customer environments across heterogeneous operating environments. You will be comfortable speaking with security teams as well as customer operation teams. Candidates must have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, team focused environment, supporting a zero-time cybersecurity solution.

  • Provide our Customers and Partners with excellent Remote Technical Support throughout the lifecycle of the product at the customer’s premises.
  • Since our support offering is 24x7, it involves work in shifts and on-call duty on some weekends.
  • Ensure that every customer interaction with Deep Instinct is exceptional.
  • Proactively manage a queue of customer support tickets.
  • Identify, troubleshoot, and quickly resolve technical issues via phone and email.
  • Maintain a high level of professionalism with customers and work to establish a positive rapport during each interaction.
  • 2+ years of experience in Cyber Security - Endpoint cyber security experience is preferred.
  • 2-3 years of customer facing IT experience (preferably in Global Companies); ability to work with empathy and sense of urgency to deliver solutions to meet customer needs.
  • Demonstrable Knowledge of Microsoft Windows Internals.
  • Excellent technical troubleshooting skills of in-depth IT and Security issues; ability to learn new technologies in-depth; work and solve problems independently while presenting confidence & professionalism.
  • Must have attention to detail: demonstrate outstanding organizational skills, maintaining accurate incident documentation, strong ability to follow through on issues until resolution.
  • Have a strong passion for success and a positive demeanor.
  • A team player.
  • Work with cutting-edge AI technology in cybersecurity.
  • Dynamic, fast-paced startup environment where your ideas make a real difference.
  • Collaborate with top minds in cybersecurity and AI.
  • Protect some of the world's largest organizations from cyber threats.
  • Clear path for career growth and development.
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