Support Engineer Tier 1+2

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 building a new and dynamic support team and are looking for a highly motivated Tier 1+2 Support Engineer to join us on this exciting journey. In this hybrid role, you will handle both Tier 1 and Tier 2 responsibilities, ensuring a comprehensive and seamless support experience for our global customers.

Why to join us?

Be a key part of establishing and shaping a new support team.

Work in a collaborative, innovative environment where your contributions make a real impact.

Responsibilities:

• Act as the primary point of contact for customer inquiries, managing and resolving issues from diagnosis to resolution.
• Provide Tier 1 support by troubleshooting and resolving common technical and non-technical issues.
• Handle Tier 2 responsibilities, including investigations, root cause analysis, and collaboration with internal teams for complex escalations.
• Use diagnostic tools, CRM platforms, and remote support systems to ensure timely and effective solutions.
• Help establish and refine workflows, processes, and best practices as part of a newly formed team.
• Maintain detailed documentation of incidents, resolutions, and learnings to contribute to a growing knowledge base.
• Be available for on-call support and weekend shifts as part of a 24/7 coverage model.
  
  

• Proven experience in a technical support role that includes both Tier 1 and Tier 2 responsibilities.
• Strong troubleshooting skills with the ability to handle both straightforward and complex customer issues.
• Proficiency in CRM systems, diagnostic tools, and remote support platforms.
• Excellent communication and interpersonal skills, with a focus on delivering exceptional customer experiences.
• Comfortable working in a fast-paced, evolving environment and contributing to the foundation of a new team.
• Flexibility to work on a rotating schedule, including weekends and on-call duties.