Cybersecurity Technical Support Associate (REMOTE)

Cyware; Charlotte (NC); Remote; USD 50,000 - 80,000; Full time

Benefits offered by this job

Comprehensive benefits package

Retirement plans

Insurance coverage and more

Job summary

Cyware is hiring for a customer support professional to manage tickets, SLAs, and ongoing customer communications. You will coordinate with engineering and product teams to resolve issues, build strong customer relationships, and ensure timely updates and satisfaction across a growing security software platform.

The role requires a background in SaaS support, cybersecurity, and Linux administration, with a flexible second shift (2pm–10pm EST).

Qualifications

• Minimum 2-3 years of experience with Zendesk or similar ticketing system.
• Minimum 2-3 years of relevant experience in technical support; SaaS support required.
• Cybersecurity experience is required.
• Hands-on experience on Linux systems and administration.
• Experience with log analysis for troubleshooting and problem identification.
• Understanding of IT product architecture preferable.
• Network and System administration experience advantageous.
• Excellent listening and communication skills; strong verbal and written communication.
• Able to multitask in a fast-paced environment.
• Strong organizational skills and independent/team work ability.

Responsibilities

• Communicate updates and track open tickets across teams to maintain customer satisfaction.
• Collaborate with product engineering for timely resolution of issues.
• Identify recurring issues and notify stakeholders for prioritization.
• Own customer success relations and build rapport for long-lasting ties.
• Be the first escalation point for long-due service tickets.
• Engage customers for product and support reviews on a periodic basis.
• Measure and maintain SLA for support tickets.
• Coordinate with customers to gather timely satisfaction feedback.
• Open and manage trouble tickets; escalate when unresolved.
• Train with team members on current and new product platforms.

Skills

SaaS support

Cybersecurity

Log analysis

Linux administration

Tools

Zendesk

Job description

About Cyware

Cyware delivers an innovative approach to cybersecurity that unifies threat intelligence, automation, threat response and vulnerability management with data insights gleaned from assets, users, malware, attackers and vulnerabilities. Cyware's Cyber Fusion platform integrates SOAR and TIP technology, enabling collaboration across siloed security teams. Cyware is widely deployed by enterprises, government agencies and MSSPs, and is the leading threat intelligence sharing platform for global ISACs and CERTs.

Your next opportunity starts here!

More on Cyware: (www.cyware.com)

Built and designed by SecOps practitioners and cybersecurity leaders, Cyware offers multiple technologies within its Cyber Fusion platform, including advanced threat intelligence solutions (TIP) for large and small security teams, vendor-agnostic security automation (SOAR) and purpose-built security case management. As a result, organizations can increase speed and accuracy while reducing costs and analyst burnout. Cyware's Virtual Cyber Fusion solutions make secure collaboration, information sharing and enhanced threat visibility a reality for enterprises, sharing communities (ISAC/ISAO), MSSPs and government agencies of all sizes and needs.

About you

You are driven, inquisitive, proactive and energetic

You have a growth mindset and are committed to delivering results

You thrive in a fast-paced, collaborative environment

What You Will Do

• Efficiently communicate updates, challenges and track the open tickets across teams for support service satisfaction for customers
• Sync with the product engineering teams for timely resolution of customer issues.
• Identify recurring / impactful issues and notify key stakeholders in timely manner for effective resolution and prioritization.
• Own the customer success relation and build rapport with individual customers for long lasting relations.
• Be the first point of escalation of long due service tickets.
• Periodic engagements with customers for product and support reviews.
• Measure and maintain the SLA for support tickets.
• Liaise with customers in a timely manner for service satisfaction feedback.
• Open and manage trouble tickets from Team bucket. Escalate issues to the next level technician that cannot be resolved using current knowledge.
• Train with the team members to learn current and new product platforms.
• Communicate with the customers and provide reassurance that the issue is being properly addressed.
• Ensure that customer and partner issues and concerns are resolved in a timely manner ensuring satisfaction; drive regular and proactive communication of customer issues to appropriate teams & departments within Cyware as needed.
• Discuss technology in simple, every-day terms; manage multiple clients and open tickets simultaneously.
• Maintain a constant focus on customer service through patient, thoughtful responses and a pleasant, engaging disposition at all times.

Who You Are

• US Citizenship is a requirement of this position in accordance with 8 U.S.C 1324b(a)(2)(C)
• Flexibility to work 2nd shift (2pm - 10pm EST)
• Minimum of 2-3 years of experience with Zendesk or similar ticketing system.
• Minimum 2-3 years of relevant experience in technical support. Software-as-a-Service (SaaS) support experience is required.
• Cybersecurity experience is required.
• Hands-on experience on Linux systems and administration.
• Experience with log analysis for troubleshooting and problem identification..
• Understanding of IT product architecture would be preferred.
• Network and System administration experience would be an advantage.
• Exceptional listener and communicator; Strong verbal and written communications skills.
• Ability to work in a fast-paced environment and multi-task on work assignments.
• Strong organizational skills.
• Able to work independently and in a team environment.
• Excellent research and documentation skills.
• Ability and interest to learn proprietary systems.

We're a lean team, so your impact will be felt immediately. If this all sounds like a good fit for you, why not join us?

You'll love working at Cyware because

• We foster an exciting and challenging start-up culture.
• We're not just employees. We're people. We offer a comprehensive benefits package including time off, paid holidays, retirement plans, insurance coverage and much more.
• We'll invest in your career. Our company is growing quickly and we will give you the opportunity to do the same. You will have access to a number of professional development opportunities so that you can keep up with the company's evolving needs.
• We offer competitive compensation packages. We deeply value the talent our team brings to the table and believe that fair and equitable total compensation packages are part of our commitment to everyone who works here.
• We value diversity of people, culture, and ideas.

EEO Statement

Cyware is dedicated to hiring a diverse workplace that celebrates an inclusive culture and a sense of belonging. As an equal opportunity employer, we do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, gender expression, and sexual orientation), national origin, age, veteran status, genetic information or disability.