L2 Support Engineer

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Written by AI from the job title and company, not by Cyberhaven, so some details may not match this job. The employer's own page has the real description.

Job Overview

The L2 Support Engineer at Cyberhaven is entrusted with ensuring the seamless operation and support of our cutting-edge cybersecurity solutions. This role encompasses managing escalated support cases, troubleshooting complex issues, and collaborating with cross-functional teams to drive continuous improvements in our product offering. The ideal candidate will take an analytical approach to problem-solving, maintain high standards of customer service, and contribute to the overall efficiency of our support operations.

Job Responsibilities

• Provide second-level technical support for escalated customer issues, ensuring timely resolution and customer satisfaction.
• Diagnose, troubleshoot, and resolve hardware and software problems related to our cybersecurity products.
• Collaborate with development teams to identify, document, and escalate software bugs and enhancement requests.
• Assist in the creation and refinement of support documentation, including FAQs and technical guides.
• Monitor support ticketing systems and maintain accurate records of customer interactions and resolutions.
• Conduct periodic analysis of support trends to proactively address potential challenges.
• Participate in on-call rotations as required to provide after-hours support.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum of 2-3 years of experience in a technical support role, preferably in a cybersecurity or software environment.
• Strong understanding of networking concepts and protocols.
• Proficiency in troubleshooting software and hardware issues across different operating systems.
• Excellent written and verbal communication skills, with a customer-centric approach.
• Experience with ticketing systems and remote support tools.
• Ability to work independently and collaboratively in a fast-paced environment.

Technologies & Tools

The L2 Support Engineer at Cyberhaven will utilize a variety of technologies and tools, including remote support software, ticketing systems (such as JIRA or Zendesk), network monitoring tools, and cybersecurity platforms. Familiarity with SQL for database queries, as well as knowledge of programming or scripting languages (such as Python or JavaScript), is beneficial for troubleshooting and automation tasks.

Ideal Candidates

The ideal candidates for the L2 Support Engineer position will possess an innate curiosity and a technical mindset. They should showcase strong problem-solving abilities, with a proven capability to think critically under pressure. Effective interpersonal skills and a dedication to providing exceptional customer service are essential. Additionally, successful candidates will demonstrate the ability to thrive in a team-oriented environment, fostering collaboration while being self-motivated to achieve individual objectives.