Tier 1 Support Engineer

CYREBRO is the first interactive SOC Platform, transforming how today’s businesses respond to and mitigate cyber threats with a centralized security operations infrastructure. The platform provides complete clarity, insight, and real-time cyber recommendations for businesses of all sizes by integrating all their security events into one central command.

We are looking for a bright Tier-1 Support Engineer to provide enterprise-level technical support to our customers via chat, email, and other channels as required.

Responsibilities:

• We obsess about our customers. Establish and maintain customer loyalty by providing support above and beyond their expectations.
• Take ownership of customer issues reported, see problems through to resolution and escalate irregular events to Tier 2 Support engineers.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Provide prompt and accurate feedback to customers.
• Ensure proper recording and closure of all issues.
• Use tools and troubleshooting techniques and exercise good judgment in decision-making in order to routinely always deliver exceptional customer support and overall experience.
• Educate and assist other departments within
• Create documentation in the form of knowledge base tech notes and articles.
  
  

• Basic understanding of network Topologies.
• Strong written and verbal communication skills in English.
• Excellent communications skills and the ability to interact effectively with technical personnel.
• Strong problem-solving skills and a knack for troubleshooting.
• Thrives under pressure. Able to manage your time efficiently.
• Attention to detail, highly organized, with an absolute focus on quality of result.
• At least 1 year of experience in Customer Care/Technical Support or equivalent- an advantage.