Customer Support Analysts

Key Responsibilities

- Incident Response and Troubleshooting: Act as the first point of contact for customer-reported cybersecurity incidents, providing timely and effective support to resolve issues.

- Investigate and analyze security incidents, such as data breaches, malware infections, and unauthorized access, to identify the root cause and implement corrective actions.

- Customer Support and Communication: Provide clear, concise, and professional support to customers via phone, email, and chat, addressing their cybersecurity concerns and inquiries.

- Threat Analysis and Reporting: Monitor and analyze security alerts and logs to identify potential threats and vulnerabilities affecting customer environments. Prepare detailed incident reports and summaries, including analysis of the impact, actions taken, and recommendations for preventing future occurrences.

- Configuration and Implementation Support: Assist customers with the configuration and deployment of cybersecurity solutions, ensuring proper setup and integration with existing systems. Provide guidance on best practices for securing customer environments and implementing effective security controls.

- Knowledge Base Management: Develop and maintain a knowledge base of common issues, solutions, and best practices to support efficient and effective customer support. Contribute to the creation of technical documentation, FAQs, and troubleshooting guides to assist both customers and internal support teams.

- Customer Training and Education: Conduct training sessions and webinars for customers on cybersecurity topics, including how to use security products effectively and stay protected against common threats. Create educational materials and resources to help customers understand and implement cybersecurity best practices.

- Collaboration with Internal Teams: Work closely with the cybersecurity engineering and product teams to stay updated on the latest product features, updates, and security vulnerabilities. Collaborate with other support team members to share knowledge, escalate complex issues, and ensure a cohesive approach to customer support.

- Continuous Improvement: Analyze trends in customer issues and feedback to identify areas for improvement in products, services, and support processes. Participate in post-incident reviews and contribute to the development of strategies to enhance the overall customer support experience and incident response capabilities.

- Compliance and Security Best Practices: Ensure that all customer interactions and incident resolutions comply with relevant regulatory requirements and internal security policies. Stay informed about current cybersecurity threats, vulnerabilities, and best practices to provide up-to-date and effective support.

Technical Knowledge & Skills Required

• Proficiency in security technologies, including firewalls, email encryption such as Proofpoint, Mimecast, Zix and Enterprise DLP such as GTB DLP, Forcepoint, Broadcom – Symantec DLP, and a general networking background;
• Proficiency in fielding and resolving customer and business data owner requests;
• Proficiency in defending and/or preventing attacks utilizing security technologies, including web application firewalls, anti-DDoS technologies, advanced Enterprise DLP tools, advanced anti-malware solutions and network forensics and visibility solutions;
• Information Systems architecture and security control design and development experience;
• Proficiency in the application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software or system functional specifications;
• Proficiency in the design, development, documentation, analysis, creation, testing or modification of computer systems or programs, including prototypes, based on and related to user or system design specifications;
• Proficiency in the design, documentation, testing, creation or modification of computer programs related to machine operating systems;
• A combination of the aforementioned duties, the performance of which requires the same level of skills

Strong Empathy for Customers

A strong empathetic nature towards customers is crucial for this role.

Enthusiastic and Creative Team Player with the Ability to Inspire Others

The ideal candidate should have a positive attitude and be able to motivate and collaborate with colleagues.

Educational & Professional Credentials

• Bachelor’s degree in a relevant discipline or equivalent experience;
• 5 – 8 years of security customer support experience in the Information Security industry;
• Previous sales experience is strongly preferred;
• Ability to deal with changing priorities and multi-task several projects;
• Maintain at least one Industry Standard Security certification, such as: CISSP, CISM, etc…;
• Excellent presentation and communication skills;
• Excellent technical and business writing skills.

Required Experience and Skills

• Existing hands-on Technical Support or Systems Engineer background with networking and UNIX;
• 2+ years’ experience in customer and account management experience;
• Self-starter with ability to multi-task in a high-pressure, fast-paced, fast growth environment;
• Be intuitive and inventive by providing solutions and workarounds for customers;
• Team player that shares technical information freely and willingly;
• Ability to manage influence through persuasion, negotiation, and consensus building;
• Ideal combination of background of both post-sales and pre-sales experience;
• Strong empathy for customers AND passion for revenue and growth;
• Deep understanding of value drivers in recurring revenue business models;
• Analytical and process-oriented mindset;
• Enthusiastic and creative team player with the ability to inspire others;
• Relevant Bachelor’s degree; preference for computer science or related degrees;
• Excellent knowledge and prior experience with network security technologies including: Proxies, NG Firewalls, SSL/IPSec, VPN’s, SSO, DLP and Encryption gateways;
• Demonstrable experience with systems installation, configuration and administration UNIX/Linux and Windows-based systems (prior Active Directory/LDAP experience desirable).