JOB REQUISITION: TECHNICAL SUPPORT SPECIALIST - FULL TIME
Position: Technical Support - Full Time
Location: this position will be 100% remote – the candidate can be based anywhere in the US
COMPANY OVERVIEW:
AppGuard, Inc., a Blue Planet-Works company, provides endpoint protection software that blocks zero-day malware in real-time. We are currently seeking an experienced professional to join our team as a Full-Time Technical Support specialist to provide product support for our managed service providers. If you are qualified, passionate about endpoint security, and thrive in a dynamic work environment, we would love to hear from you. This is a remote position with a flexible schedule.
JOB DESCRIPTION:
As a Technical Support Specialist, you will play a crucial role in our company. Your responsibilities will include, but are not limited to:
- Monitor and triage support ticket queues in Jira by working closely and efficiently with customers and our engineering team to troubleshoot, resolve, and escalate tickets as needed.
- Provide technical support and consultation to customers to help them build, maintain, and upgrade their endpoint security capabilities using AppGuard products and solutions.
- Train customers in the deployment and continued use of our products. This includes troubleshooting any system errors; and making technical or policy driven improvements on the products based on customer feedback.
- Attend industry conferences and customer meetings as needed, establishing and maintaining positive relationships within the industry.
- Capture customer success stories to help the marketing team create case studies, marketing collateral, and blogs.
- Quickly learn new security product features, developing a knowledge base of product configurations driven by the customer deployment experience.
- Liaise with the product development team in handling customer issues leveraging strong communication and technical writing skills to capture customer feedback and use cases.
QUALIFICATIONS:
- Bachelor’s degree in technical field or extensive experience and/or certifications.
- Previous experience in similar role focused on endpoint security and network security.
- Experience working with Windows, Windows Servers, Familiarity with Active Directory.
- Experience in MS SQL Server, IIS, and Network Infrastructure.
- Experience in scripting batch, powershell, mssql or other standard scripting languages used for automating tasks.
- Experience in Atlassian (Jira and Confluence) or similar ticketing and tracking systems.
- Strong organizational and multitasking skills.
- Excellent communication skills, both written and verbal.
- Attention to detail and a high level of accuracy.
- Ability to work independently and as part of a team.
- Flexibility to work varying working hours as needed.
DESIRED QUALIFICATIONS:
- Prior experience with Endpoint Protection products
- Familiarity with Penetrating Testing
- Pre-sales demos experience
- Ability to create demo videos for pre-sales and customer presentations
- Degree in Computer Science with Cybersecurity elective or focus
- Experience in AWS or Azure platforms
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