Cybersecurity Technical Support Associate (REMOTE)

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