Support Engineer -LATAM

Published date Posted on Indeed on Sep 14, 2021 (5 d ago)

About us

Siemplify is made up of dedicated security operations experts in New York, Tel Aviv and everywhere in between. We are the leading independent provider of security orchestration, automation, and response (SOAR), and now we are seeking a top-notch Tech Support Engineer Contractor based in LATAM to join our growing North America team. In this key position, you will be the first and main point of contact for any technical inquiries in LATAM and US to work closely with other teams to ensure business continuity in our target market

Our Support team is deeply committed to helping SOC teams identify, investigate and remediate threats more effectively and efficiently. We uniquely blend technical expertise with robust, hands-on SecOps experience to address the operational challenges of leading security organizations around the world. And we try to have a little bit of fun along the way.

What will you be doing

  • Support Siemplify platform on customer systems remotely in the following way: Provide customers with timely resolution of technical issues, conduct remote sessions to assist customers with troubleshooting and fixing issues related to the customer’s environment
  • Interfaces with customers at different stages of problem including understanding customer issues, communicating action plans for resolution, and conveying resolution
  • Collaborate with product and R&D teams to investigate and solve technical product issues and provide feedback on the product functionality
  • Work closely with the company’s Customer success and Sales teams to be fully aligned with the business side and customer ecosystem
  • Proactive in identifying a critical point of failure, raising flags ramp; escalating urgent issues
  • Create internal documentation in our internal knowledgebase
  • Tuesday to Saturday schedule.

About you

  • At least 2 years of experience Technical support (2nd/3rd Tier) or similar
  • Fluent in English and Spanish (verbal and written)
  • Proven customer communication background including work with partners and customers (B2B)
  • Strong technical background (IT, Cyber) with excellent problem solving and multitasking skills
    • Linux/Unix background (Usage of Isof and netstat to check open ports running processes( (NGINX) (Log Locations)
    • Background in networking protocols, firewalls, switches, LANs, VLANs, WANs
  • Detail-oriented and highly organized, with the ability to juggle multiple priorities and parallel projects simultaneously
  • outstanding customer service skills and a dedication to the customer service experience
  • Attention to details, fast learner and excellent communication skills
  • Be able to translate technical information in a simplified, easy to understand manner
  • You're fun to work with - for our customers and your team
  • Experience within cybersecurity
  • Experience with SIEM / SOC products (ArcSight, Splunk, Qradar, AlienVault etc.);
  • Advanced knowledge in operating systems (Windows, Linux)
  • Knowledge in Database (PostgreSQL, SQL)
  • Python coding skills - an asset
  • Networking (TCP / IP, routing, firewalls, related troubleshooting tools)
  • Web servers and applications
  • Familiarity with GCP, AWS, Azure
  • Familiarity with SIEM Platforms (Splunk, QRadar, ArcSight, LogRythm, etc)
  • Familiarity with basic security stack (Cisco AMP/Umbrella, Virus Total, MISP, EDR)

LATAM remote and Tuesday to Saturday schedule

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