GTB Technologies Inc · 1 month ago
Customer Support Analysts
West Palm Beach, FL
Full-time
Onsite
Senior Level
5+ years expGTB Technologies Inc. is dedicated to cybersecurity and exceptional customer service. They are seeking a Customer Support Analyst to provide support for cybersecurity incidents, deliver guidance to customers, and ensure protection for their digital environments.
Cloud Data ServicesCloud SecurityComputerContent DiscoveryCyber SecurityEdiscoveryInformation TechnologySoftware
No H1B
Responsibilities
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
Provide clear, concise, and professional support to customers via phone, email, and chat, addressing their cybersecurity concerns and inquiries
Communicate technical information to non-technical customers in an understandable manner, ensuring they are informed and reassured throughout the support process
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
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
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
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
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
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
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
Additional duties as assigned
Qualification
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
Enthusiastic and creative team player with the ability to inspire others
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
Ideally combined 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
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)
Bachelor's degree in a relevant discipline or equivalent experience
5 – 8 years of security customer support experience in the Information Security industry
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
Preferred
Experience with deploying and using Enterprise Data Loss Prevention solutions such as the GTB Technologies DLPthatWorks platform (gttb.com)
Experience deploying and managing Splunk and / ArcSight
Experience deploying and administering Windows, Mac,
•NIX servers and desktops
Previous sales experience is strongly preferred
Company
GTB Technologies Inc
GTB Technologies® is a data security company focused on protecting sensitive information through accurate, content-aware detection.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Uzi Yair
Cofounder
W
Wendy Cohen
Director
Recent News
Company data provided by crunchbase