обновлено 17 дней назад
Product Support Engineer (Cybersecurity)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Product Support Engineer (Cybersecurity): Providing technical support for the Island Enterprise Browser and helping enterprise customers resolve product and integration issues with an accent on network security, operating systems, debugging, and customer-facing troubleshooting. Focus on investigating Windows application and HTTP issues, collaborating with development and QA on escalations, and building technical knowledge bases while meeting support SLAs.
Location: Sydney, Australia
Company
develops an enterprise platform that combines AI enablement, network access, data protection, identity, and endpoint control through an enterprise browser.
What you will do
- Provide technical support to enterprise customers through email, phone, and chat.
- Troubleshoot product issues and integrations with customer systems.
- Collaborate with development and QA teams to escalate and resolve critical issues.
- Document customer interactions, technical solutions, and best practices in a knowledge base.
- Share customer feedback to support product improvements.
- Work independently, meet SLAs and performance metrics, and provide off-hours support when needed.
Requirements
- 5+ years of hands-on support experience with enterprise customers.
- 5+ years of experience with troubleshooting methodologies and problem-solving.
- 3+ years of experience in a startup environment.
- In-depth knowledge of network and security devices, including Okta, Zscaler, and SIEM systems.
- Expertise with Windows, macOS, and Linux, plus strong Windows application debugging and HTTP protocol knowledge.
- 5+ years of experience installing virtual machines, configuring IT environments, and using support tools such as Confluence, Salesforce, and Jira; 3+ years with Coralogix and Sentry.
Nice to have
- Bachelor’s degree in Computer Science, Engineering, or a related field.
Culture & Benefits
- Work with a small, highly skilled team in a fast-paced environment.
- Opportunity to take on additional responsibilities and contribute beyond the core role.
- Customer-focused culture with emphasis on continuous learning and technical expertise.
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