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Deep Instinct · 7 hours ago

Technical Support Engineer

United States

Full-time

Remote

Entry, Mid Level

$95K/yr - $105K/yr

2+ years exp

Deep Instinct is a cybersecurity company focused on protecting organizations from cyber threats. The Technical Support Engineer will provide exceptional remote technical support to customers, manage support tickets, and resolve technical issues while ensuring a positive customer experience.

Artificial Intelligence (AI)Cyber SecurityOnline Portals

Work & Life Balance

Responsibilities

Provide our Customers and Partners with excellent Remote Technical Support throughout the lifecycle of the product at the customer’s premises

Since our support offering is 24x7, it involves work in shifts and on-call duty on some weekend

Ensure that every customer interaction with Deep Instinct is exceptional

Proactively manage a queue of customer support tickets

Identify, troubleshoot, and quickly resolve technical issues via phone and email

Maintain a high level of professionalism with customers and work to establish a positive rapport during each interaction

Qualification

Cyber SecurityTechnical TroubleshootingMicrosoft Windows InternalsCustomer Facing IT ExperiencePositive DemeanorAttention to DetailTeam Player

Required

2+ years of experience in Cyber Security - Endpoint cyber security experience is preferred

2-3 years of customer facing IT experience (preferably in Global Companies); ability to work with empathy and sense of urgency to deliver solutions to meet customer needs

Demonstrable Knowledge of Microsoft Windows Internals

Excellent technical troubleshooting skills of in-depth IT and Security issues; ability to learn new technologies in-depth; work and solve problems independently while presenting confidence & professionalism

Must have attention to detail: demonstrate outstanding organizational skills, maintaining accurate incident documentation, strong ability to follow through on issues until resolution

Have a strong passion for success and a positive demeanor

A team player