Customer Support Engineer

As a Customer Support Engineer at CyCognito, you will be responsible for supporting CyCognito's existing customers. The Support Engineer works closely with customers to ensure they are using the product properly and assist them with any challenges they face.

You will work closely with the engineering and product teams to prioritize, escalate, and manage issues coming from the field.

You will also be helping build and improve internal processes around Support, Escalations, etc.

You will be responsible for:

• The Support Engineer must know the company's products inside and out in order to educate customers on the flexibility, capabilities, and best practices. The goal is to encourage clients to continue using the service.
• Lead online walk-throughs and troubleshooting sessions.
• Drive internal process improvement initiatives to support customers’ needs
• Provide training and technical support to customers.
• Help customers plan and understand the best ways to utilize the product and features based on their use case.
• Gather feedback from customers and feed that back to the product team.
• Help build and improve Knowledge Base.
• Work with Engineering, QA, and PM to improve internal processes and improve customer SLAs for Issues, Features, etc.
• Handle support tickets.
  
  

• 3+ years experience in a customer-facing role.
• Excellent English written/oral communication skills.
• Ability to solve problems, resourcefulness, and independence.
• Proven Experience in the Cybersecurity / Intelligence / Networking.
• Broad knowledge of enterprise infrastructure and applications, security systems including SIEM systems, firewalls, IPSs, endpoint security systems, DNS, NMAP, WAFs, SSO etc.
• Ability to manage multiple tasks, projects, priorities, and deadlines.
• Experience in speaking in front of partners and major customers.
• Previous experience as a Tier 3/4 Support.
• Nice to have:
• Experience working with attack teams (penetration testers, red teams, etc.)
• Experience working with a SaaS solution.
• Experience working with Workato.
• Experience understanding malware, exploits, operating system structure, and behavior.