Endpoint Support Engineer

We are looking for a top-notch Support Engineer that is passionate for cloud and security technologies to be part of a team that supports a product impacting tens of thousands of customers.

Key Responsibilities:

• Scope and resolve complex issues with onboarding, deployment and configuration of products
• Advise and educate customers on the features and capabilities of our products
• Interpret and analyze log data to troubleshoot issues in customer environments involving cloud, server, endpoint and network infrastructure
• Communicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the future
• Collaborate and coordinate with other teams and experts to tailor the best solution for customer issues
• Perform activities necessary to quickly mitigate outages and service interruptions in the customer’s environment by recommending and implementing workarounds
• Maintain current knowledge and understanding of product roadmaps and emerging technologies
• Investigate and communicate incident root cause to customers
• Participate in an on-call rotation when required
• Develop, document, and implement runbooks for training, process standardization, and guidance on how to troubleshoot effectively

We are looking for people who:

• Enjoy providing the highest level of customer experience;
• Are smart, intellectually curious and posses strong problem-solving and troubleshooting skills
• Seek a challenging work experience, have strong collaborative skills and extensive cross-group coordination skills
• Want to learn and gain greater expertise in their field;
• Enjoy working at a growth company with advancement opportunities;
• Can work hard while having fun; and act in an honest and ethical manner; possess strong organizational, time management and negotiation skills;
• Are able  to work in a high pace environment with many competing priorities and randomization anad have the ability to translate complex technical processes into simple to follow written guides
• Have full Professional Proficiency of English & other international languages both verbal & written

The ideal candidate will be required to have a Technical Degree or adequate practical on the following Technologies

• Minimum 3+ years experience with Anti-Malware technologies and/or Systems Administration with focus on security (this should include experience with endpoint security, server security and threat analytics)
• Minimum 3+ years customer facing support experience
• Knowledge and understanding of the internals of the Windows Operating System fundamentals (Processor, Memory, Processes and Registry) and/or Network Technologies (TCP/IP, VPN, Proxy)
• Hands-on knowledge in cloud technologies
• Experience supporting large and complex geographically distributed enterprise environments with 1000+ users

Skills on one of the following technologies will be considered a strong competitive asset:

• Linux and/or Mac administration

• Experience with scripting and/or programming
• Knowledge of Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration

Education

• Preferred Bachelor’s degree or higher in a technical field, or relevant work experience
• Preferred IT Industry certifications (Microsoft Certifications On-Prem or Cloud, Cisco, CISSP, CEH, Amazon AWS, etc.)