Overview

As a Technical Support Specialist, you’ll be the first point of contact for customers who need technical assistance in using our SaaS Cyber Security product - Defense.com. You’ll also play a key role in designing and supporting the onboarding of customers onto our Managed SIEM/SOC service.

You’ll be working closely with our DevOps, Security Operations and Development teams making excellent communication skills pivotal to the role as you’ll need to communicate effectively with internal and external stakeholders with a wide range of technical and Cyber Security knowledge.

Proactivity taking ownership of issues, researching and designing potential solutions and seeing these through to delivery are critical to the role. As is the ability to take complex issues, break them down and be able to communicate technical concepts to non-technical people.

Responsibilities

• Provide support for technical queries, taking ownership of reported technical issues and following through to resolution, ensuring clients are fully updated via appropriate communication channels (LiveChat, Telephone, MS Teams and Email) for an excellent experience.
• Design and lead onboarding projects for our Managed SIEM/SOC customers and work to onboard the customer as efficiently as possible
• Research and develop technical solutions to common issues or operational inefficiencies and present these back to our leadership and technical teams
• Work with internal teams to proactively identify common technical issues and help to create support documentation and material (help articles, instruction manuals, FAQs, internal processes, etc.); ensure all documents are up-to-date.
• Meet Customer Satisfaction and First Response Time KPIs and metrics.
• Any other appropriate job duties in line with the associated skill and experience of the post holder.

Skills and experience required

• Extensive experience in an IT/Technical support role, specifically in supporting web applications in a 1st/2nd line capacity.
• Proficiency with Command Line Interface (CLI), primarily Linux.
• Experience in communicating with MacOS, Windows, and Linux end-users to resolve technical queries via a LiveChat function or similar.
• Proven ability to create and maintain a library of support documents.
• Knowledge of web technologies and networks (DHCP, DNS, TCP/IP, Subnets, VLANs, VPNs).
• A basic understanding of TCP/IP, firewalls, WAFs, IPS and IDS, the differences between external and internal networks, TLS/SSL, and how to test whether a service is exposed to the internet.
• Exposure to cloud technologies such as AWS, Azure, and GCP.
• An understanding of cyber security and a strong desire to develop knowledge in this field.
• Strong Microsoft Office skills with experience in using third-party SaaS solutions (we use Monday.com, Intercom, Pipedrive and will provide full training if required).

Personal Attributes

• Ability to remain calm under pressure and meet deadlines.
• Empathy in dealing with queries.
• Comfortable with ambiguity and able to proactively research solutions, demonstrating an ability to build out proofs of concept.
• Strong organisational skills with a high attention to detail.
• Ability to prioritise and handle multiple tasks at any given time.
• Proactive and enthusiastic with a can-do attitude.
• Excellent verbal and written communication skills with the ability to connect across a broad range of stakeholders.
• Ability to work on own initiative as well as being a team player.
• Passion for technology, with evidence of staying up to date with the latest tools and news in the tech industry.

Benefits

• 25 days annual holiday (UK and US)/21 days privilege leave (India­­­);
• An additional day’s annual holiday for your birthday;
• Company Pension (UK)/Provident Fund (India)/401k (US) contribution;
• Subsidized gym membership;
• Perkbox employee benefits platform;
• Frequent team events;
• Private Healthcare (individual cover only);
• Learning Allowance Benefit – a reimbursable benefit of £100 per annum (or equivalent) for you to spend towards your personal career development;

Company Overview

Defense.com™ is transforming the way businesses manage cyber security by allowing them to easily identify, manage and prioritize threats.

We help to simplify and solve the cyber security challenges facing organizations, allowing teams to protect their brand and assets against today’s evolving threat landscape. Businesses of all sizes rely on our solutions to protect, detect and respond to cyber threats.

By combining world-class security technology with support from our experienced consultants, we’re empowering organizations to grow with confidence and significantly reduce the risk of cyberattacks.

Please note that as part of the recruitment process a criminal records check will be carried out by an authorised third party.