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Technical Support Engineer

Silverfort

Silverfort

IT, Customer Service
Tel Aviv-Yafo, Israel
Posted on Monday, June 24, 2024

Technical Support Engineer

  • Customer Success & Support
  • Tel Aviv
  • Full-time

Description

Silverfort is a cyber-security startup that develops a revolutionary identity protection platform. Using patented technology, our product enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers. In addition, we use advanced behavior analytics to apply adaptive authentication policies and prevent cyber-attacks in real time.

Our mission is to provide industry-leading unified identity protection solutions for hybrid and multi-cloud environments. We develop cutting-edge cybersecurity technology that solves urgent customer needs today and is also a game changer for years to come.

Silverfort’s team includes exceptional researchers, engineers, and technology experts who successfully tackle some of the most complex challenges in cyber-security. Silverfort has happy customers worldwide, strong market validation (including several industry awards), strategic partnerships with the largest security vendors in the world, and significant funding from leading VCs.

As our Technical Support Engineer, you will have the opportunity to work with our customers to resolve technical issues and help them successfully use the product. You will also work closely with R&D, Customer Success and Sales teams to improve our product and technical processes.

Responsibilities

  • Be first in line to analyze and troubleshoot incoming technical issues from our customers via Email and Zoom sessions.
  • Provide technical know-how and best practices to ensure proper implementation of Silverfort product, you will own and monitor issues from the start to resolution
  • Work closely with the R&D, Field & Sales Engineers, Customer Success, and other teams to ensure smooth onboarding, deployment, and on-going relationships with customers all around the world
  • Provide timely information to customer-facing teams to improve overall customer satisfaction
  • Create and improve internal knowledge base articles
  • Work directly with management to create and improve current support procedures

Requirements

  • Minimum of 3 years of experience in global technical support.
  • Excellent knowledge of networking – a must
  • Background in Cyber Security or Identity/Authentication – preferred
  • Ability to independently comprehend and resolve technical issues.
  • Proven knowledge of working with Linux and Windows environments
  • Experience working with Active Directory - a big advantage
  • Experience working with ticketing and support systems
  • Excellent communication and problem-solving skills
  • Excellent English – both written and spoken – must
  • Ability to work in a fast-paced and changing environment alongside demonstrating initiative and adaptability.
  • Creative thinker and an amazing team player
  • Ability to perform under pressure within a positive work culture, with flexibility for varied working hours and days when necessary.