Position: Senior Support Engineer
Company: allstars-it.com
Category: Support
Experience required: 3y
English level: upper

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.

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:
     - Customer issues, troubleshooting, and resolution
     - The processes to ensure customer satisfaction
     - The activities with Engineering and product teams related to customer 
        issues
     - 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.

REQUIREMENTS:
- 4+ 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.
- Understanding how core Windows OS/processes utilize memory and CPU
- Knowledge of networking protocols (TCP/IP, HTTP, SSL, LDAP) and their various troubleshooting tools
- Hands working knowledge of customer relationship management, ticketing, and tasking products
- 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
- 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 the urgency
- Highly creative problem solver with the ability to analyze, deduce and act upon logs and error reports
- English - Upper-intermediate