Support Engineer Tier-1

Dream is a pioneering AI cybersecurity company delivering revolutionary defense through artificial intelligence. Our proprietary AI platform creates a unified security system safeguarding assets against existing and emerging generative cyber threats. Dream's advanced AI automates discovery, calculates risks, performs real-time threat detection, and plans an automated response. With a core focus on the ""unknowns,"" our AI transforms data into clear threat narratives and actionable defense strategies.

Dream's AI cybersecurity platform represents a paradigm shift in cyber defense, employing a novel, multi-layered approach across all organizational networks in real-time. At the core of our solution is Dream's proprietary Cyber Language Model, a groundbreaking innovation that provides real-time, contextualized intelligence for comprehensive, actionable insights into any cyber-related query or threat scenario.

We are looking for a highly motivated Tier 1 Support Engineer to join our dynamic support team. As the initial point of contact for our customers you will play a key role in diagnosing and resolving issues, ensuring a seamless and efficient support experience. Collaborating closely with our internal teams, you will provide exceptional support and address our customers needs efficiently.

The ideal candidate will excel in troubleshooting and resolving both technical and non-technical queries. Proficiency with various diagnostic systems, CRM tools, and remote support platforms is essential. Strong communication skills, problem-solving abilities, and a dedication to customer success are key attributes for this role.

Responsibilities:

• Resolve technical and non-technical issues through diligent analysis, reproduction and troubleshooting
• Respond promptly to customer inquiries.
• Work closely with multiple internal teams: OPS, R&D, Account executives and Customer Success, to develop product enhancements
• Participate in presentations and technical escalations with customer and partner stakeholders
• Document procedures, processes and identify frequently asked questions
• Work with engineering team to implement formal feedback mechanisms for incidents, causes, and resolutions
• Interact directly with customers to understand problems areas or improvements aspects and accordingly implement solutions through product, process, systems.
  
  

• Product debugging, configuration, release deployment, problem simulation
• Experience working in L1/L2/L3 support environments.
• Incident management tools like Salesforce, Zendesk, HubSpot, Jira or others
• Has previous experience in customer interactions across geographies
• Advance working knowledge computers/servers, operating systems, and databases
• Basic knowledge of cloud services, SaaS models, client-server systems
• SQL and database query and procedures
• Cloud platforms – AWS, Azure and related container
• Experience in data extraction, sorting and presenting
• Conducted remote and product health check and assessment programs
  
  

• Excellent interpersonal and communication skills with a customer-oriented focus.
• multi-tasking technical support abilities.
• Ability to work independently and being a team player in a technology driven environment.
• Strong aptitude for learning new technologies and understanding how to utilize them in a customer facing environment.
• Motivated self-starter and self-learner, possesses customer centric, problem-solving skills.
• Flexible to work in a support environment, customer region work cycle, including weekends (on demand)
• Native English speaker, including current trends and expressions.