Sobre

• Response and Resolution: Reviews complex issues (e.g., multiple components of a product) and contacts customers to understand issue. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, performance traces) to help resolve customer issues. Resolves customer issues through problem solving, collaboration, and research. May take escalated issues as needed. Documents technical work and research. Performs in-depth product troubleshooting and remediation when needed. Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues. Assists in the implementation of end-to-end readiness programs (e.g., mentoring, knowledge sharing or technical document creation, brown bag sessions, blogs, quality assurance checks). Develops intermediate level competence on support topics. Provides feedback to more senior engineers or serviceability team on functionality of products based on engagements with customers. Provides feedback to the product group for product improvement. Provides feedback for tool improvement. Participates in case triage meetings and/or case discussions to share knowledge with other engineers and contribute to more rapid customer solutions. 3+ years technical support, technical consulting experience, or information technology experience o OR Bachelor's Degree in Computer Science, Information Technology (IT), or related field AND 1+ year(s) technical support, technical consulting experience, or information technology experience. Understanding in Network Security Engineering or consulting, and, or Systems Administration with focus on security. Experience with endpoint security, server security, or threat analytics. Previous background in one or more of the following tools: Windows Server, Windows Client, Active Directory and, or Azure Active Directory Administration Knowledge cloud experience with any of the major cloud providers, including cloud security, networking, and migration of multi-cloud or hybrid deployments Proficiency in supporting large and complex geographically distributed enterprise environments with 1000+ users including customer facing support experience Language requirement: ability to speak, write and understand fluent Portuguese and English Other: Knowledge on scripting and automation (PowerShell or Python, Java, or a similar language, can be a beginner to intermediate level). CyberDefender Mindset: A CyberDefender Mindset is a proactive, collaborative, and customer-centric approach adopted by technical support teams to anticipate, prevent, and mitigate cybersecurity threats—shifting from purely reactive issue resolution to active partnership in safeguarding organizational and customer security. Ability to speak fluent Spanish (desirable)