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Senior Support Engineer

If you live and breathe customer delight and satisfaction. If you love making
things work well for customers. if you want to make a huge impact on the
success of customers and get excited about work with an amazing group of
wonderful people in a growing cyber security company that is creating a new
path, never before traveled, we want to talk to you!

We are looking for a Senior Support Engineer to support our rapidly growing
global customer base.

Support activities will cover many aspects including customers management,
problem diagnosis, testing customer environments, generating reports,
documentation, and knowledge base, and assisting in building the systems tools
and processes.

Creativity is required as well as the ability to adapt and deal with changes.

Requires regional and infrequent international travel.

Responsibilities:

* You will work with our Customer Success Managers, Sales Engineering, Engineering, and Product teams to ensure customers successfully operate our products.
* You will be the go-to person at Morphisec for customer issues.
* You will own and perform:

o Customer issues, troubleshooting, and resolution

o The processes to ensure customer satisfaction

o The activities with Engineering and product teams related to customer issues

o Build and maintain Knowledgebase

* You will actively collaborate with other global team members in putting together the required tools, methods, playbooks, and processes for the product’s support.
* Assist in building and delivering training, and support customers and channels.

This is a full-time position.

The company's headquarters is located at the Cyber Security Center in
Beersheba, Israel, (near the train station), and we also maintain an office in
WeWork Midtown Tel Aviv, however, we foster a remote-friendly environment with
an office-as-an-option attitude.

Requirements:

* 3+ years of proven experience in supporting international enterprise organizations, preferably with information security/cyber solutions.
* Extensive knowledge and experience with MS based OS, endpoints, servers, environments, tools, and applications is a must.
* Intermediate knowledge in Linux OS, including commonly used commands, software installation, service management, and log analysis.
* Basic understanding of VDI environments.
* Team Player with strong teamwork skills, creative, self-starter, can-do approach, takes initiative, thinks “outside of the box”, gets things done.
* Must be capable of working well both independently and as part of a team.
* Excellent English communication skills, written and verbal, fluency in additional languages advantage.
* Strong analytical, detail-oriented, with the ability to deliver accurate data and information in a concise and clear manner.
* Ability to effectively handle multiple customer demands and priorities. Ability to recognize urgency.
* Highly creative problem solver with the ability to analyze, deduce and act upon logs and error reports.
* Understanding how core Windows OS/processes utilize memory and CPU.
* Experience working with IT deployment tools (SCCM, GPO), Integration with 3’rd party Enterprise components such as SIEM (e.g. Splunk, QRadar), Directory Services (AD), and mail systems.
* Knowledge of networking protocols (TCP/IP, HTTP, SSL, LDAP).
* Scripting knowledge with any of the following, PowerShell or CMD (batch).
* Security concepts and protocols knowledge (e.g. SSL, Certificates, key stores etc.).
* Working experience with Networking protocols (TCP/IP, Ports, HTTP/S, LDAP) and their various troubleshooting tools.
* Hands-on working knowledge of customer relation management, ticketing, and tasking products.

Advantages:

* Knowledge of Cloud-based services, e.g. AWS, Azure, an advantage.
* BSc degree in computer sciences.
* Prior knowledge and understanding of cyber-related concepts like exploits, vulnerabilities, attack vectors, malwares, etc., is a big advantage.

מספר משרה: 8848

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