Support Engineer, Tier-3

As a Support Engineer, you will be a client-side technical support engineer improving customer satisfaction through pro-active engagement with our partners in Japan.

What you will do

• Troubleshooting of client-side part of Cybereason security solution (mainly Windows)
• Responsible for client-side customer requests under defined SLAs
• Escalating difficult cases if necessary

What we are looking for

• 5+years of technical support experience with customer-oriented
• Excellent Windows (mostly 7, 8, 10) troubleshooting skills (e.g. Windows slowness, freezes)
• Knowledge of Windows services and boot process of Windows desktop machine (servers like IIS, MailEnable, Exchange etc. are not needed)
• A clear understanding of investigation steps and the questions to ask customers during the technical investigation
• Native Japanese language, extensive experience communicating with Japanese customers in Japanese (both phone and email)
• English (reading/writing) to be able to escalate issues to HQ support
• Understanding of virtual environment techniques and support experience
• Superb knowledge of troubleshooting tools for Windows (process monitor, process explorer, etc.)
• Logical thinking
• Excellent communication skills
• Be able to explain highly technical things to the customers at various levels of technical knowledge
• Networking knowledge (TCP/IP), understanding different types of proxies
• Be able to troubleshoot networking problems with Wireshark
• Able to work independently with minimum supervision while constantly providing feedback to the relevant stakeholders
• Enjoy learning new things and working in a fast-paced environment

Strong advantage for candidates with:

• Ability to debug applications using Windows memory dump files
• Knowledge of remote package distribution software under Windows used in Japan (e.g. Skysea, etc.), Powershell scripting or knowledge
• Ability to troubleshoot Mac and Linux services
• Understanding the basics of cyber security

More about working at Cybereason Japan

Our Tokyo and Osaka offices are open, highly supportive and fun! To support you at work, we provide flexible work-life management policies, plenty of food and drinks, paid-leave for supporting your family and health, 401k, fun monthly events such as Premium Fridays and “Lunch & Learn”, as well as career support. You’ll have a chance to work in cooperation with a growing team of over 600 people (and growing!) with teams in Tel Aviv, Boston and other locations around the world.