Technical Support Engineer

Job description

Established in 2022, Guardz rapidly emerged as a noteworthy player in the cybersecurity sphere, securing $85M in funding and rallying a dedicated team of 120 industry professionals. Our vision is to foster a safer digital landscape for small and medium businesses across the globe. To this end, we introduced our comprehensive all-in-one platform, and continue to grow and expand our team, our partnerships and our revenue. Our Technical Support Engineer will interact with our customers daily ensuring they have an amazing experience. You'll troubleshoot complex customer issues, provide end-to-end technical support, collaborate with engineering teams to identify root causes and implement solutions, while also contributing to knowledge base development and supporting product improvements. You'll also serve as Tier 1 on security incidents and hand off to our MDR team when an incident needs deeper response. This role is highly collaborative and requires someone who can work cross-departmentally. If you're a passionate problem-solver with a knack for clear communication and a desire to work in a fast-paced, collaborative environment, then we want to hear from you! **Responsibilities:** - Resolve Customer Issues: Deliver fast and efficient support, addressing customer queries and resolving issues related to our platform. - Bug Reporting: Identify, document, and report bugs, working closely with engineering to ensure timely resolutions. Use AI coding tools to reconstruct failure paths, write RCAs that name the failing component, and open or review pull requests. - Quick Troubleshooting: Apply strong problem-solving skills to diagnose and resolve issues with minimal disruption. - Cross-Functional Collaboration: Partner with Customer Success and Engineering teams to prioritize and resolve critical customer issues. - Product Influence: Leverage customer feedback to drive product improvements and shape the platform's future. - Proactive Communication: Keep customers informed and up-to-date throughout the entire support process. Solution Documentation: Create and maintain comprehensive, user-friendly documentation for common issues and solutions. - Continuous Improvement: Gather feedback to inform and fuel ongoing enhancements to our products and services. - Tier 1 SecOps: Handle security alerts from SentinelOne, our Check Point email integration, and Microsoft 365 and Google Workspace ITDR. Collaborate closely with our MDR team to ensure T1 threats are mitigated swiftly. **Requirements:** - 3+ years in tier 2 or tier 3 technical support, support engineering, or SOC analysis, with hands-on experience troubleshooting technical issues across various technologies. - Proficiency in analyzing logging and code. - Proficiency in SQL and database fundamentals. - Endpoint security and EDR concepts. Direct SentinelOne experience is a strong plus. - Networking, DNS, and email authentication (SPF, DKIM, DMARC), plus Windows and macOS fundamentals. - Microsoft 365 and Google Workspace administration and troubleshooting. - Strong knowledge of and experience with Incident Management processes. - Strong understanding of cyber security concepts, networking, and operating systems. - Excellent communication skills, with the ability to explain complex technical concepts to diverse audiences including end-users, developers, and business stakeholders. - Proven experience in creating and managing technical documentation. - Working schedule: Monday through Friday. - Advantages: MSP or MSSP background, coding experience, Intercom (Fin) or comparable ticketing systems. Experience working in Linear or Jira, and Github. Security+ / SC-200 / GCIH, or comparable certifications.