Product Support Engineer Cylance Inc.
Irvine, CA

Job Description

WHO WE ARE

Cylance is one of the fastest growing companies in the history of cybersecurity. By successfully applying artificial intelligence and machine learning to crack the DNA of malware, Cylance has redefined the endpoint protection market, garnered acclaim from industry analysts and won numerous awards including "Best Emerging Vendor" from SC Magazine. If you have the passion and desire to disrupt industries, protect the world from cyberattacks, and be at the forefront of a revolutionary new technology, we want you to join us!

THE POSITION

Cylance is seeking Tier 3-level Technical Customer Support for its current and potential customers.

WHAT YOU WILL DO

* Act as the final escalation point for all high-level technical support issues for Cylance's products
* Perform in-depth analysis and diagnosis for Cylance applications that run on multiple operating systems (Windows, macOS, Linux)
* Work closely with Cylance Engineering teams to deliver solutions to complex technical issues, while also delivering high-level support to customers
* Reproduce and confirm product defects prior to reporting them to the Engineering teams on a regular basis
* Test and develop solutions for complex problems while communicating customer needs to the Engineering and Product Development teams
* Respond to escalations via phone or email in a very timely, courteous and professional manner
* Assist in the development of training materials to empower Tier 2 support personnel; acts as team mentor as needed
* Document technical resolutions to increase the Cylance knowledge base as needed. Stays up-to-date on the latest Cylance products and services, industry best practices, and customer needs; attends applicable training, conferences, and learns new tools as needed

WHO WE ARE LOOKING FOR

* Five years minimum related experience in technical customer support or other related technical experience
* Bachelor's level in related field; Master's degree or PhD can be substituted for equivalent years of experience
* Senior ability to work and examine database technologies
* Senior ability to configure Windows Operating Systems to capture crash dumps and conduct preliminary dump-file analysis
* Senior ability to navigate macOS and Linux operating systems via terminal, familiarity with executing various terminal commands to effect change or capture device information
* Familiar with network topologies, edge devices including but not limited routers and proxies, and troubleshooting techniques
* Senior ability to provide customer support and use customer support tools
* Effectively communication in verbal and written form to various stakeholder's who have differing levels of technical knowledge

WHAT WE NEED FROM YOU TO APPLY

* Current resume
* Cover letter/summary expressing:
* Why you are interested to work for Cylance
* The skills, strengths and expertise you will contribute to our diverse team of extraordinary talent and humble hearts