Product Support Team Leader

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București
Permanent
Full-time

Acum 18 zile

Secureworks (NASDAQ: SCWX) is a global cybersecurity leader that secures human progress with Secureworks® Taegis™, a SaaS-based, open XDR platform built on 20+ years of real-world threat intelligence and research, improving customers’ ability to detect advanced threats, streamline and collaborate on investigations, and automate the right actions.We enjoy competitive compensation and benefits packages, and reward and recognize our employees for exceptional results. A constant focus on continued learning and growth keeps our team members engaged and excited about “what’s next.” We offer flexible work options when available, and emphasize the importance of work-life balance. We know that when our people are rewarded, recognized, and rejuvenated, we win as a team.Role Overview:We are looking for someone passionate about providing software support for our recently launched Taegis™ application.“With Taegis™ customers get a fully managed solution delivered through our security analytics and operations platform, providing advanced threat hunting, detection and rapid response across endpoint, network, and cloud environments.”You will work closely with product management and engineering to help our customers. The role will be the focal point for our customers in terms of support and will be an integral part of a global team that continues to innovate the product.The ideal candidate will have strong troubleshooting skills, be driven to help customers, and able to dive deep into a new product and learn it inside and out.Key Responsibilities:

Make sure the team has all the resources available to resolve incidents and escalations for our customers.
Perform training through hands on demonstrations, technical documentation, and recorded videos. Serve as a mentor to less experienced team members.
Collaborate with engineering and product management teams on shared objectives and product road maps.
Coach team members on various subjects, with an accent on technical development
Coordinate team efforts in completing different projects and initiatives
Oversee the creation of technical documents and knowledge base articles
Document customer issues and manage customer escalations
Strive to deliver excellent customer service
Ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
Convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles
Maintain excellent organizational, written and oral communication skills
Possess a strong sense of urgency.

Minimum Requirements:

Experience with AWS or Kubernetes or other cloud computing solutions.
Minimum of 4 years of software product support experience
Minimum of 2 year of experience with UNIX/Linux commands
Minimum of 2 years of experience working with Security Endpoint solutions
Excellent organizational, written and oral communication skills
Leadership skills and ability to inspire the team to reach operational excellence
Ability to coordinate and keep the team motivated while operating in a fast paced environment
Excellent technical knowledge on Networking, IT Administration: Cloud integrations; Linux and Windows Troubleshooting skills and Security: Endpoint and Network

Preferred requirements:

Ability to drive automation projects and process improvement
Good scripting knowledge
Familiarity with administration processes in a variety of operating systems, such as Linux/Unix, Microsoft Windows.
Excellent problem-solving skills and keen ability to diagnose and troubleshoot technical issues. Well-spoken and articulate with an attention to detail with excellent writing abilities.
Generally familiar with scripting/programming: Examples include Python, PHP, Perl, SQL.
Rudimentary understanding of intrusion detection, firewall operations, and other general security practices.
Intermediate level of networking expertise with understanding of networking fundamentals and well-known protocols/services including GRE, TCP/IP.
Ability to read and interpret network diagrams.
Basic understanding of Unix or Linux operating systems including, but not limited to:

- Navigating the filesystem
- Managing processes
- Obtaining system statistics such as CPU, memory, disk, network interface utilization from the command line * Solid understanding of computer network fundamentals including address resolution protocol, routing, network address translation, virtual private networks, and the OSI model.Schedule: Business hours, Monday-FridaySecureworks is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Secureworks are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Secureworks will not tolerate discrimination or harassment based on any of these characteristics.

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