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Cybersecurity Support Specialist

2 weeks ago

Ras alKhaimah, Ra’s al Khaymah, United Arab Emirates Job Board Full time

Job Description:

Candidates must be located in the UAE

We are seeking a talented, resourceful, and collaborative person to join our Customer Success Escalation team.

The Escalation Engineer is responsible for assistance ranging from basic configuration to deep troubleshooting of Linux internals and hardware.

Responsibilities include:

  1. Be the primary point of contact for all customer escalations/support cases including existing customers and POCs (Proof of Concepts).

  2. Provide regular status updates to Customers and internal stakeholders following advertised SLAs.

  3. Provide best practices and accelerated support for Corelight solutions.

  4. Identify issues and develop and recommend solutions to the problem, including suggesting changes on the customer networks.

  5. Be an advocate for customers and coordinate across multiple teams (Engineering, Product Management, Sales, etc.) to maintain customer satisfaction and ensure the best possible experience.

Requirements:

  1. 5+ years experience in a hands-on technical role focusing on post-sales support (troubleshooting, system administration, networking, security, etc.).

  2. Must have a strong understanding of network security, incident response, and threat hunting.

  3. Proven experience with installation, configuration, and administration of various flavors of UNIX/Linux, Windows based systems, cloud (AWS, Azure, GCP), and virtualization (ESXi, Hyper-v, etc.).

  4. Must have strong networking experience.

  5. Excellent written and verbal communication skills.

  6. Work odd hours and be available to meet SLAs. On-call and weekend coverage may be required.

  7. BS/BA or equivalent in relevant field (CS, EE, MIS).