Responsibilities
- Act as the primary escalation point for resolving high-severity customer technical problems.
- Carry out advanced diagnostics and deep technical evaluation of security agents on Windows and Linux platforms.
- Collaborate with engineering teams to replicate, analyze, and resolve intricate system issues.
- Perform root cause investigations and deliver practical recommendations to enhance system reliability and speed.
- Create and update technical guides and support knowledge articles to strengthen internal and external resources.
- Manage customer communications with expertise, ensuring prompt and effective solutions through phone, email, and remote access.
- Support the improvement of support workflows, guide less experienced team members, and spot opportunities for automation and process gains.
- Monitor evolving cybersecurity threats and industry developments to help customers prevent potential vulnerabilities.
- Quickly acquire and apply new technical competencies as needed.
- Complete additional tasks as directed by management.
Work Arrangement
Remote (Worldwide)
Other
Must work Sunday through Thursday shift.
