XM Cyber Looking for at Remote Full Time

Technical Support & Operations Engineer

XM Cyber is a global leader in hybrid cloud security, we bring a new approach that uses the attacker’s perspective to find and remediate critical attack paths across on-premises and multi-cloud networks.

The XM Cyber platform enables companies to rapidly prioritize and respond to cyber risks affecting their business-sensitive systems.

We’re looking for a driven and talented Technical Support & Operations Engineer like you to join our brand-new Support and Operations team and be a part of building an impacting team, handle complex technical issues and ensure service reliability for our customers as a SaaS solution.

This is a customer-facing role that requires not just technical and product knowledge but also soft skills to help our customers resolve their issues and be able to identify issues proactively by comprehensive production monitoring.

As a Support Engineer, you will have an opportunity to learn new technology and the potential to expand the role as the team grows.

You have an amazing opportunity to join a fast-growing company and become an integral part of a rewarding journey.

We literally see all ways and strive to be one step ahead of the customer’s experience so if you are passionate about delivering outstanding and proactive technical support – you will love this role!

Responsibilities

Provide Tier 3 support for XM Cyber customers

Monitor the customer’s production environments constantly, identify technical issues and trends before the customer notices it

Be in charge of the operational activities based on monitoring conclusions

Take end-to-end ownership of technical issues and work closely with R&D until full resolution

Perform basic and advanced troubleshooting including DB analysis, log review and research

Develop and maintain troubleshooting skills and technical knowledge

Be able to multitask and prioritize incoming tickets & alerts

Document and share your knowledge, creating internal documents and self-help guides for customers

Requirements:
Requirements

At least 2 years hands-on experience as a Technical Support Engineer

Respond to various technical issues in real-time to assure production system health

Self-learning abilities and a technical understanding

Able to provide in-depth analyses in a short time

Troubleshooting and diagnosis capabilities

Excellent communication skills and teamwork

Self-management, multitasking, and prioritization skills

Fast learner with the ability to perform well under pressure

Familiarity with Linux/Unix and experience with additional OSs

Knowledge of cloud solutions AWS, GCP and Azure – An advantage

Monitoring solutions experience – Grafana, Prometheus or any others – An advantage

Managerial experience – An advantage