Cybersecurity Technical Support Associate, Cyware
Eastern Time Zone
More information about location
Threat intelligence automation solution
Open for applications
Threat intelligence automation solution
201-500 employees
Open for applications
More information about location
201-500 employees
Company mission
Cyware's mission is to better predict and prevent attacks through cyber fusion and a collective defense.
Role
Who you are
- Minimum of 2-3 years of experience with Zendesk or similar ticketing system
- Minimum 2-3 years of relevant experience in technical support. Software-as-a-Service (SaaS) support experience is required
- Cybersecurity experience is required
- Hands-on experience on Linux systems and administration
- Experience with log analysis for troubleshooting and problem identification.
- Understanding of IT product architecture would be preferred
- Network and System administration experience would be an advantage
- Exceptional listener and communicator; Strong verbal and written communications skills
- Ability to work in a fast-paced environment and multi-task on work assignments
- Strong organizational skills
- Able to work independently and in a team environment
- Excellent research and documentation skills
- Ability and interest to learn proprietary systems
- US Citizenship is a requirement of this position in accordance with 8 U.S.C 1324b(a)(2)(C)
What the job involves
- Efficiently communicate updates, challenges and track the open tickets across teams for support service satisfaction for customers
- Sync with the product engineering teams for timely resolution of customer issues
- Identify recurring / impactful issues and notify key stakeholders in timely manner for effective resolution and prioritization
- Own the customer success relation and build rapport with individual customers for long lasting relations
- Be the first point of escalation of long due service tickets
- Periodic engagements with customers for product and support reviews
- Measure and maintain the SLA for support tickets
- Liaise with customers in a timely manner for service satisfaction feedback
- Open and manage trouble tickets from Team bucket. Escalate issues to the next level technician that cannot be resolved using current knowledge
- Train with the team members to learn current and new product platforms
- Communicate with the customers and provide reassurance that the issue is being properly addressed
- Ensure that customer and partner issues and concerns are resolved in a timely manner ensuring satisfaction; drive regular and proactive communication of customer issues to appropriate teams & departments within Cyware as needed
- Discuss technology in simple, every-day terms; manage multiple clients and open tickets simultaneously
- Maintain a constant focus on customer service through patient, thoughtful responses and a pleasant, engaging disposition at all times
Our take
The rise of digital threats, such as ransomware, has resulted in a huge necessity for digital threat intelligence. However, data collection has not yet been innovated on this, resulting in the success of a service being dependent on the laborious task of sifting through massive amounts of data.
Cyware provides an open-source threat intelligence package that automatically collects and analyses cyber-threat data. This provides an efficient and accessible solution for security analysts to tackle threat intelligence challenges. Ultimately, it allows them to focus on acting on resolutions, rather than analyzing the data to find solutions manually.
Whilst many software companies provide cyber intelligence analytic solutions, the open-source nature of Cyware allows security analysts to collaborate. As a result, the startup provides a means to identify and prevent malicious hacking at an unprecedented rate.
Steph
Company Specialist at Welcome to the Jungle
Insights
-16% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jun 2023
$30m
SERIES C
Mar 2021
$30m
SERIES B
Total funding: $73m
Company benefits
- Paid company holidays
- 401k plan
- Work from home opportunities
- Medical, dental, vision, prescription coverage
- Accrued PTO
- Phone & internet stipend
- Education reimbursement
- Short & long-term disability
- Life insurance & AD&D coverage
Company HQ
Newport, Jersey City, NJ
Leadership
Anuj Goel
(CEO )Worked at Citi for nearly 8 years, becoming Head of Global Cyber Strategy in 2013. Current Advisor for the Cyber NYC Inventors to Founders Initiative, and Senior Advisor for CSCSS.
Akshat Kumar Jain
(CTO)Spent 3 years as a Senior Software Engineer at STMicroelectronics, then became a Computer Scientist, and later a Program Manager at Adobe. Was a Director at Oracle India before co-founding Cyware.
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