Cybereason: Tier-3 Support Engineer
200 Clarendon Street, Floor 18
Boston, MA 02116

Employee Testimonials

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Tier 3 Technical Support Engineer

We are looking for a bright Technical Support Tier 3 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 Cybereasons innovative hunting platform.

About Us:

Cybereason gives organizations the upper hand by taking an entirely new approach to cybersecurity withAI 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.

Responsibilities:

  • Be part of the customer support team of the company and report to support manager
  • Handle incoming supports calls/emails of existing and onboarding customers under defined SLAs
  • Finding creative solutions, possess out of the box thinking to unique problems, and capable of thriving under pressure
  • The position requires acting as the technical focal point for customers, investigating and analyzing complex customer scenarios and providing innovative solutions for their needs
  • Collaborate with Product team and R&D scrum teams to ensure Cybereasons hunting platform are designed for supportability
  • Maintain a list of known issues, workarounds, and planned fixes

Requirements:

  • Experience as a Tier 2/3 Technical Support - at least 2 years
  • Proven experience with Linux, Bash and Python
  • Databases (MySQL, Mongo) - Advantage
  • Technical understanding and troubleshooting experience in web products and environments
  • Strong client-focus and collaborative work style. Ability to understand and explain technical information
  • Available to shift work 24/6.
  • Thrives under pressure
  • Be the technical focal point for customers
  • Collaborative work style
  • Ability to understand and explain technical information
Full-time

Why We Work Here

Katherine Moan
Director of Finance

"Our roles and skills are constantly evolving. This core value encourages us to foster collaboration in real time with people all over the world, in order to come up with well rounded ideas that are actionable and provide real results that push us forward as a company."

Jordan Bowen
Customer Success Manager

"Cybereason is an awesome place to grow your career! It's a company full of opportunity and great people you can learn a lot from. If you're eager to continuously challenge and develop yourself, you'll fit right in."

Zach Lakovics
Channels Director

"As a field sales professional it can feel as if you are on an island and no matter how hard you scream and shout, you are never heard. At Cybereason, that is never the case. We act as one and we have access to all the right people and resources when we need it."

Ankur Chaturvedi
Senior Customer Success Manager

"As a CSM at Cybereason, having direct access and exposure to high level execs, not just at Cybereason, but with my clients is a differentiator. Previously working in sales, I would have to claw my way up the chain to get there, but as a CSM at Cybereason it's not just a recommendation, but an expectation that I'm communicating with them regularly."