This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves managing customer operations and technical support within a cybersecurity startup. - Serve as the highest technical escalation point within support, driving issues to full resolution. - Own and resolve complex technical escalations across distributed SaaS environments, operating at a Tier 3/4 level of expertise. - Help design and optimize our support platform, workflows, playbooks, and documentation standards. - Track and analyze KPIs, SLAs, and customer health metrics to drive operational improvements. - Identify trends from customer interactions and translate them into actionable insights. - Partner closely with Product, R&D, Sales, and Customer Experience as the technical voice of the customer. - Support onboarding and ongoing customer usage to ensure value realization. - Collaborate across global time zones, with primary coverage during Pacific Time business hours, Monday through Friday. Qualifications - 3+ years of experience in Technical Support, Customer Operations, or Technical Customer Success in a SaaS or high tech environment. - Experience operating at a Tier 3/4 support level, handling complex, system level troubleshooting and escalations. - Strong troubleshooting skills. - Experience improving support processes and working cross functionally with Product and R&D. - Analytical mindset, comfortable working with metrics, dashboards, and performance tracking. - Excellent customer facing written and spoken communication skills in English. - Proactive, organized, and comfortable in fast paced environments. - Advantage: Cybersecurity background. Company Description We are a cybersecurity startup building next generation technology for global customers.

• Perform advanced troubleshooting across all **OSI layers** (Layer 1–7) to diagnose and resolve network and VoIP issues. • Identify and resolve connectivity problems related to **TCP/IP, DNS, DHCP, NAT, and firewall rules**. • Configure, manage, and troubleshoot **VPNs (IPSec/SSL), SD-WAN deployments, and site-to-site connections**. • Support and administer **Cisco Meraki environments**, including switches, routers, wireless access points, and firewalls. • Diagnose VoIP-related issues such as packet loss, jitter, latency, SIP registration failures, and QoS misconfigurations. • Manage and prioritise tickets in a high-volume inbound/outbound call environment. • Escalate complex network outages appropriately while maintaining ownership of resolution. • Maintain accurate documentation of troubleshooting steps, root cause analysis, and configuration updates. • Collaborate with engineering and infrastructure teams to implement long-term network optimisations.

Role Description As one of the most established cybersecurity companies in the world, we at NetWitness are hard at work every day helping our customers and partners better protect their organizations from cyberattacks. Our products and incident response services are used within most large enterprises, governments, and militaries for incident response and threat hunting. Our Sales Professionals, Sales Engineers, and Professional Services Consultants design and deliver solutions for potential and existing customers to enable better visibility, insight, and action to prevent and defend against attacks. Responsibilities: - Reviews technical solution articles for accuracy and completeness and gives feedback to the authors. - Acts as a remote customer advocate to champion specific customer needs in collaboration with the field team. - Understands and uses sphere of influence extending outside of the department. - Participates in and leads conference calls with customers, knowing their audience and articulating accordingly. - Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database. - Validates technical information and issues early warning and disseminates information as needed. - Interfaces directly with customers at different stages of the problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution. - Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues. - Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers. - As a 24X7X365 organization, shift work, holidays, weekends, and on-call responsibilities may be required. - Works toward becoming a subject matter expert in a particular area or areas. - Mentors and/or coaches less experienced TSEs, helps develop and participate in presentations and informal training for other TSEs. - Applies systems analysis techniques and procedures to determine hardware or software systems functionality. - Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments. - Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues. - Determines which tool(s) to use to resolve issues including running tests and identifies when deviation from the available troubleshooting tools and documents is appropriate. - Effectively communicates procedural and technical issues to internal and external customers in a fast-paced and customer-critical environment. - Maintains a "closed loop" communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status. - Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions. - Excellent troubleshooting and customer support skills. - Strong organizational skills – comfortable with managing and prioritizing customer caseloads. - Ability to visualize, articulate, conceptualize, or solve both complex and straightforward problems by making decisions that are sensible given the available information. - Ability to work well in a team environment. - Excellent verbal and written communication skills. Qualifications - Two or more of the below skills are highly required: - Hands-on experience of Unix/Linux system administration with strong command line knowledge. - Proficient knowledge of network security including firewall configuration and SSL-based secure communications, Proxy configuration & IPSEC VPN. - Good knowledge of network fundamentals concepts to include routing, switching, VLANs & VPNs. - Technical proficiency across Windows platforms including Microsoft Windows Server, Microsoft Active Directory & Microsoft SQL Server. - Strong knowledge of Relational (MySQL) and NoSQL (MongoDB) databases. - Configuration management fundamentals to include Chef, Puppet & Salt. - Knowledge of scripting language: Python. - Experience with Security Assessment tools (NMAP, Nessus, Metasploit) and packet capture analysis tools (Wireshark, tcpdump). Requirements - Any of the below certifications (is a plus): - Linux Administration Certifications (RHCSA, RHCE...etc). - Security Certificates (CEH, Security +, …etc.) - Microsoft Certification (MCSA, MCSE) - Networking Certifications (CCNA, CCNP,…etc.) Experience - Typically requires 3+ years of related experience in a professional role with a bachelor’s degree; or an advanced degree without experience; or equivalent experience.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves providing remote administrative and customer support related to reservations, scheduling, and client service. It focuses on coordination, communication, and accuracy while supporting a positive client experience in a virtual environment. - Provide online support for client inquiries related to reservations and scheduling - Assist with coordination of hospitality-related services, including accommodations and associated arrangements - Maintain accurate client records and reservation details in internal systems - Communicate professionally with clients via email, phone, and digital platforms - Review confirmations and documentation for completeness and accuracy - Provide general administrative and customer service support - Follow established procedures and workflows - Collaborate with internal teams to ensure smooth service delivery Qualifications - Strong written and verbal communication skills - Excellent organizational skills and attention to detail - Comfortable using online tools, email, and digital platforms - Ability to manage multiple tasks in a remote setting - Customer service or administrative experience preferred - Reliable internet access and a suitable remote work environment Benefits - $55,000 - $70,000 a year Company Description