Technical Support Engineer

XM Cyber is a global leader in hybrid cloud security, we bring a new approach that uses the attacker’s perspective to find and remediate critical attack paths across on-premises and multi-cloud networks.

The XM Cyber platform enables companies to rapidly prioritize and respond to cyber risks affecting their business-sensitive systems. We are looking for a driven and talented Technical Support Engineer like you to join our Technical Support team and be a part of building an impacting team, handle complex technical issues and ensure service reliability for our customers as a SaaS solution.

This is a customer-facing role that requires not just technical and product knowledge but also soft skills to help our customers resolve their issues and be able to identify issues proactively by comprehensive production monitoring. As a Support Engineer, you will have an opportunity to learn new technology and the potential to expand the role as the team grows.

You have an amazing opportunity to join a fast-growing company and become an integral part of a rewarding journey.

We literally see all ways and strive to be one step ahead of the customer’s experience so if you are passionate about delivering outstanding and proactive technical support - you will love this role!

Responsibilities

Provide Tier 3 support for XM Cyber customers
Monitor the customer's production environments constantly, identify technical issues and trends before the customer notices it
Take end-to-end ownership of technical issues and work closely with R&D until full resolution
Perform basic and advanced troubleshooting including DB analysis, log review, and research
Develop and maintain troubleshooting skills and technical knowledge
Be able to multitask and prioritize incoming tasks
Document and share your knowledge, creating internal documents and self-help guides for customers
Maintain excellent Customer Satisfaction by great service, product knowledge, and correct guidance

Requirements:

3+ years of hands-on experience as a Technical Support Engineer
Respond to various technical issues in real-time to assure production system health
Self-learning abilities and a technical understanding
Able to provide in-depth analyses in a short time
Troubleshooting and diagnosis capabilities
Excellent communication skills and teamwork
Self-management, multitasking, and prioritization skills
Fast learner with the ability to perform well under pressure
Familiarity with Linux/Unix and experience with additional OSs
Knowledge of cloud solutions AWS, GCP and Azure – An advantage
Monitoring solutions experience – Grafana, Prometheus or any others – An advantage
Managerial experience - An advantage