Senior Technical Support Engineer

CybereasonSingapore, SingaporeRemote, Onsite

About Us

Cybereason gives organizations the upper hand by taking an entirely new approach to cybersecurity with AI Hunting, the first AI-powered technology that answers the question “Am I under attack?” proactively, without manual effort.We are a company that wins as one. We are daring, always evolving, and never give up. Most importantly we accept our employees for who they are and embrace people that may not fit the typical mold #UBU.

Position Summary

We are looking for a bright Tier-3 Support Engineer who will provide enterprise level technical support for our customers. As a part of the ongoing job, the ideal candidate will perform customer support tasks for Cybereason’s innovative hunting platform and be able to work remotely within Singapore.

Responsibilities

Act as the technical focal point for customers, partners and internal teams, investigating and analyzing complex customer scenarios and providing innovative solutions for their needs
Handle incoming supports calls/emails of existing and onboarding customers under defined SLA’s
Finding creative solutions, possess out of the box thinking to unique problems, and capable of thriving under pressure
Collaborate with Product team and R&D scrum teams to ensure Cybereason’s hunting platform are designed for supportability
Work closely with the company’s Customer success and Sales teams, as well as our global customers across multiple territories and regions
Maintain a list of known issues, workarounds, and planned fixes in order to contribute to our ever growing knowledge base

Experience

Experience as a Tier 3 Technical Support Engineer - at least 2 years
Proven experience with Linux, Windows, Bash and Python
Prior hands-on work with cloud environments (AWS/GCP/Oracle)
Experience with server virtualization technologies(VmWare/Hyper-V/XenDesk) and/or supporting On-Premise Solutions
Technical understanding and troubleshooting experience in web products and environments
Databases (MySQL, Mongo) - Advantage
Strong client-focus and collaborative work style
Ability to understand and explain technical information
People person & team player - collaborate with team members and welcome the opportunity to interact with anyone, everywhere
Be autonomous and autodidact. You don't mind working independently from time to time
Service oriented approach with strong client-focused skills, able to process and explain technical information in various levels

More About Cybereason:

Our culture and how we operate reflects in our shared values. Our #Defenders are individuals with diverse skill sets and backgrounds who are driven to innovate and scale with our growing organization. We are a team that strives to learn from each other, solve challenging problems, and work collaboratively toward our goal of reversing the adversary advantage.Core Values:

Win As One: The power of an individual is less than the power of a team.
Ever Evolving: Change keeps us at the forefront, so we encourage it.
Daring: To achieve the impossible, we must dare to be different.
Obsessed with Customers: We believe gaining our customers’ trust is the most important part of what we do.
Never Give Up: We are tenacious and resilient, and we never stop.
UbU: We believe people can only unlock their full potential when they work somewhere that accepts who they are.

If these values resonate with you and our vision excites you, join us today and help us end cyber attacks from the endpoint to everywhere! #DefendersDon’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Cybereason we are dedicated to building a diverse, inclusive, and authentic workplace (#uBu), so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways.

You may be just the right candidate for this or other roles.

Life at Cybereason

Cybereason is the leader in endpoint protection, offering endpoint detection and response, next-generation antivirus, managed monitoring and IR services. Founded by elite intelligence professionals born and bred in offense-first hunting, Cybereason gives enterprises the upper hand over cyber adversaries. The Cybereason platform is powered by a custom-built in-memory graph, the only truly automated hunting engine anywhere. It detects behavioral patterns across every endpoint and surfaces malicious operations in an exceptionally user-friendly interface. Cybereason is privately held and headquartered in Boston with offices in London, Tel Aviv, and Tokyo.

Thrive Here & What We ValueFlexible work-life management policies | Paid leave for supporting family and health | 401k benefits | Fun monthly events such as Premium Fridays and “Lunch & Learn” | Career support | Great Place to Work® certified company</s> | 1. Win As One: The power of an individual is less than the power of a team. | 2. Ever Evolving: Change keeps us at the forefront, so we encourage it. | 3. Daring: To achieve the impossible, we must dare to be different. | 4. Obsessed with Customers: We believe gaining our customers’ trust is the most important part of what we do. | 5. Never Give Up: We are tenacious and resilient, and we never stop. | 6. UbU: We believe people can only unlock their full potential when they work somewhere that accepts who they are.</s> | Leading technology in MITRE ATT&CK Evaluations and the Gartner EPP Magic Quadrant | Flexible remote working model | Access to people and processes designed to make you successful | Diverse and inclusive workplace culture</s> | Great Place to Work® Certified as an employee-validated great workplace | Flexible work-life management policies, plenty of food and drinks, paid-leave for supporting your family and health, 401k, fun monthly events such as Premium Fridays and “Lunch & Learn”, as well as career support.</s> | Ever-evolving mindset: Change keeps us at the forefront, so we encourage it. | Daring to achieve the impossible: To achieve the impossible, we must dare to be different. | #uBu: We believe people can only unlock their full potential when they work somewhere that accepts who they are.</s> | 1. Collaborative and innovative environment | 2. Continuous learning opportunities | 3. Competitive salary and benefits | 4. Remote work options | 5. Join our team to shape the future of enterprise cybersecurity with Cybereason's platform.</s> | Growing team of over 600 people with teams in Tel Aviv, Boston, and other locations around the world.</s> | Career support</s> | Access to sales tools, people and processes designed to make you successful | Paid-leave for supporting family and health | 1. Leading Technology in MITRE ATT&CK Evaluations and Gartner EPP Magic Quadrant | 2. Flexible Remote Working Model | 3. Access to Sales Tools, People, and Processes Designed to Make You Successful | 4. Diverse and Inclusive Workplace Culture | 5. New Hire Stock Equity</s> | Great Place to Work® Certified: recognized as a great workplace by Great Place to Work® | #uBu: committed to building an inclusive and authentic workplace | Dedicated to building a diverse, inclusive, and authentic workplace (#uBu) | Strive to learn from each other, solve challenging problems, and work collaboratively toward our goal of reversing the adversary advantage</s> | Emphasis on creating a diverse, inclusive, and authentic workplace (#uBu) | Focus on reversing the adversary advantage through collaborative problem-solving and innovation.</s> | #Defenders are individuals with diverse skill sets and backgrounds who are driven to innovate and scale with our growing organization. | We celebrate diversity and are committed to creating an inclusive environment for all employees. | Our culture reflects our shared values: Win As One, Ever Evolving, Daring, Obsessed with Customers, Never Give Up, and UbU.</s> | 2. Access to sales tools, people and processes designed to make you successful | 3. Diverse and inclusive workplace culture | 4. New hire stock equity | 5. #Defenders</s> | 1. Daring | 2. UbU (Be Yourself) | 3. Never Give Up | 4. Ever Evolving | 5. Win As One</s> | Our culture and how we operate reflects in our shared values.</s> | Great Place to Work® Certified as an employee-validated great workplace.</s> | Emphasis on teamwork and collaboration | Encouragement of innovation and creativity | Focus on customer satisfaction and trust-building | Commitment to diversity and inclusion | Support for work-life balance and employee well-being</s> | Inclusive, globally diverse company culture that values authenticity and teamwork | People-first culture where we win as one and keep customer success at the heart of all we do. | Market leader recognized in MITRE ATT&CK Evaluations | Tools, enablement, and mentorship to make you successful | Competitive compensation including stock equity and other great benefits.</s> | Learning and build skill of cybersecurity business across countries. | Working in the company who is leading technology in MITRE ATT&CK Evaluations and the Gartner EPP Magic Quadrant. | Woking multinational diverse and inclusive workplace culture | Flexible remote working model</s> | Embraces all people and empowers employees to do their best work | Values people and empowers them to work remotely | Operates a ‘follow the sun’ global model | Dedicated to building a diverse, inclusive, and authentic workplace (#uBu)</s> | Passionate people who win as one | Customer-first approach is core to everything we do | Never give up on reversing the adversary advantage | Collaborative and innovative team culture</s> | UbU: We believe people can only unlock their full potential when they work somewhere that accepts who they are</s>