Customer Support Tier 2

Location UK / UK

Job Type Permanent full-time, TemporaryContract

Salary Negotiable

Updated 6 days ago

Reference 1378436

 Job Description

It is the Technical Support Engineer's responsibility to drive customer adoption of Anomali solutions into their environment.

Company Description
Anomali delivers earlier detection and identification of adversaries in your organization’s network by making it possible to correlate tens of millions of threat indicators against your real time network activity logs and up to a year or more of forensic log data. Anomali’s approach enables detection at every point along the kill chain, making it possible to mitigate threats before any material damage to your organization has occurred.
Job Description
It is the Technical Support Engineer’s responsibility to drive customer adoption of Anomali solutions into their environment. Customer success is achieved by driving initiatives designed to add business value, dissemination of best practices, fulfilling a trusted advisor role, education of product capabilities and engaging in other professional services as necessary. He/she provides guidance/direction to customers on how to best get value from Anomali products. He/she will be required to maintain strong working relationships with other Anomali customer facing personnel in the Sales, Services, Marketing, Engineering, and Product Management teams.
o Complete understanding of the Anomali products
o Triage and Respond to customer support requests (email, phone, web-portal) as 2nd Tier
o Provide effective and high-quality technical support to both technical and non-technical end users
o Provide configurations, troubleshooting and best practices to customers
o Managing support cases to ensure issues are recorded, tracked, resolved, and follow-ups are done
o Properly escalate unresolved issues to appropriate internal teams
o Evaluate and prioritize customer support cases
o Act as liaison between the support and the engineering / product teams
o Integrate Anomali with 3rd-Party applications (ArcSight, Splunk, QRadar, etc.)
o Develop how-to article’s, and other support documentation
Required Skills/Experience:
o BSc / BEng in Computer Science / Software Engineering
o 3+ years of experience as a Support Engineer
o Experience within cybersecurity eco-system
o Experience with SIEM / SOC products (ArcSight, Splunk, Qradar, etc.)
o Advanced knowledge in operating systems (Linux, Windows)
o Advanced skills in Network troubleshooting
o Experience in navigating complex support scenarios.
o Customer oriented, Excellent communication (written and verbal) and interpersonal skills
o A solid technical background
o Excellent analytical and problem-solving skills
o Self-starter, experience within a start-up environment
We are interested in speaking to candidates that have been working in account management, sales engineering or consulting for at least 3 years, and have developed a proficiency or subject matter expertise in designing, implementing, consulting security enterprise class software.  This would include hand-on’s with firewalls, IDS/IPS, and SIEM. Experience in general Security Consulting a plus.
Experience with ArcSight, Splunk, IBM QRadar, McAfee Nitro, and Hadoop, a must.
Technical Skills:
o Microsoft Windows Server 2003/2008/2012,
o Mac OS X,
o Linux (Red Hat, CentOS, Fedora, Ubuntu or Debian); Building, using and maintaining virtual machines (VMWare ESX)
o TCP/IP Networking (including troubleshooting)
o Experience in support ticket management.
Hours: Ability to work shift hours to support 24/7 support operations
o  Competitive Salary
o  Private Healthcare Plan
o  Dental Plan
o  Optical Plan
Work-Life Balance
o  Paid Public Holidays
o  Accrued Paid Time Off – 25 days
o  Quarterly event with your Geographic Team
If this sounds like the right opportunity for you please click the apply button below!