Technical Support Engineer - Level 3 - UAE

Cybereason; United Kingdom; Remote; GBP 40,000 - 80,000; Full time

Job summary

Join a forward-thinking company dedicated to ending cyber attacks as part of their Global Technical Support group. This role offers the opportunity to tackle complex technical challenges while collaborating with diverse teams. You will provide exceptional support to valued customers, utilizing your expertise in security products and troubleshooting across various environments. If you are a curious and service-oriented individual with a passion for technology, this is your chance to make a significant impact in the cybersecurity field.

Qualifications

• 4+ years of support experience, including 1-2 years at a senior level.
• Fluent in Arabic and English with strong communication skills.
• Hands-on experience with Linux and troubleshooting in Windows.

Responsibilities

• Cover regional shift pattern from Sunday to Thursday.
• Handle support cases and calls under defined SLAs.
• Collaborate with Product, DevOps, and R&D teams.

Skills

Support Experience

Linux

Windows Troubleshooting

Network Security Products

Network Protocols (TCP/IP, HTTP)

Virtualization (VMWare, Hyper-V)

Bash

Python

Communication Skills

Curiosity and Eagerness to Learn

Tools

Google Chronicle

Elasticsearch

Splunk

Apache

Tomcat

AWS

GCP

Jenkins

Ansible

Puppet

Job description

About the Company

Cybereason is on a mission to reverse the adversary advantage by empowering defenders with ingenuity and technology to end cyber attacks.

We have the technology, and now we are looking to expand our talent! Join a market leader and a diverse team of passionate people who win as one, ensuring a customer-first approach and never giving up on reversing the adversary advantage.

We are considering candidates located in Ireland.

You'll be part of our Global Technical Support group

The technical support organization is a global team committed to providing excellent support to Cybereason's valued customers, partners, and internal stakeholders. Our services include acting as the technical focal point for customers, investigating complex technical scenarios, and providing innovative solutions.

In this position you will:

1. Cover the regional shift pattern from Sunday - Thursday
2. Handle support cases and calls from existing and new customers under defined SLA's
3. Find creative solutions to unique problems
4. Collaborate with Product, DevOps, and R&D teams to investigate and resolve technical issues
5. Work closely with Customer Success and Sales teams, as well as global customers across multiple regions
6. Maintain a knowledge base of known issues, workarounds, and planned fixes

We are looking for:

Must have

• Minimum 4+ years of support experience, including 1-2 years at a senior level working on security products
• Fluent in Arabic and English
• Hands-on experience with Linux and troubleshooting on Windows environments
• Experience with Network and Endpoint Security Products
• Understanding of network protocols (TCP/IP, HTTP, Proxies, Load Balancers)
• Experience with Virtualization technologies like VMWare and Hyper-V
• Strong troubleshooting skills in Security Products, Linux, or Windows environments
• Excellent English communication skills
• Team player with a collaborative work style
• Curious and eager to learn new technologies
• Service-oriented with the ability to explain technical information clearly

Nice to have

• Over 4 years in the XDR/SIEM security domain
• Knowledge of big data platforms (Google Chronicle, Elasticsearch, Splunk)
• Proficiency with Bash and Python
• Experience with databases, Apache, Tomcat, Java, AWS/GCP, Jenkins, Ansible, Puppet
• Practical knowledge in Offensive Security

#LI-REMOTE

More About Cybereason:

Our culture reflects our shared values. Our #Defenders are diverse, innovative, and collaborative individuals committed to solving challenging problems and working toward our goal of ending cyber attacks.

Core Values:

• Win As One
• Ever Evolving
• Daring
• Obsessed with Customers
• Never Give Up
• UbU

If these values resonate with you, join us and help end cyber attacks! #Defenders

We encourage candidates who may not meet every requirement to apply, as we value diversity and potential.