Cybereason
Cybereason provides enterprise endpoint protection built to defend against tomorrow’s threats today.
Boston, MA
Remote

Tier-3 Support Engineer

| Remote
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Cybereason gives organizations the upper hand by taking an entirely new approach to cybersecurity with AI Hunting, the first AI-powered technology that answers the question “Am I under attack?” proactively, without manual effort.

We are a company that wins as one.  We are daring, always evolving, and never give up.  Most importantly we accept our employees for who they are and embrace people that may not fit the typical mold #UBU.

We are looking for a bright Technical Support Tier-3 Engineer who will provide enterprise level technical support for our customers. As a part of the ongoing job, the ideal candidate will perform customer support tasks for Cybereason’s innovative hunting platform and be scheduled for a 9a-6p PT (12p-9p ET) shift. 

 

What You'll Do:

  • Act as the technical focal point for customers, partners and internal teams, investigating and analyzing complex customer scenarios and providing innovative solutions for their needs
  • Handle incoming supports calls/emails of existing and onboarding customers under defined SLA’s
  • Finding creative solutions, possess out of the box thinking to unique problems, and capable of thriving under pressure
  • Collaborate with Product team and R&D scrum teams to ensure Cybereason’s hunting platform are designed for supportability
  • Work closely with the company’s Customer success and Sales teams, as well as our global customers across multiple territories and regions
  • Maintain a list of known issues, workarounds, and planned fixes in order to contribute to our ever growing knowledge base

What We're Looking For:

  • Experience as a Tier 3 Technical Support Engineer - at least 2 years
  • Proven experience with Linux, Windows, Bash and Python
  • Prior hands-on work with cloud environments (AWS/GCP/Oracle)
  • Experience with server virtualization technologies(VmWare/Hyper-V/XenDesk) and/or supporting On-Premise Solutions
  • Technical understanding and troubleshooting experience in web products and environments
  • Strong client-focus and collaborative work style
  • Ability to understand and explain technical information
  • Databases (MySQL, Mongo) - Advantage
  • Available to shift work 24/6.
  • Thrives under pressure
  • Be the technical focal point for customers
  • Ability to understand and explain technical information
  • Service oriented approach with strong client-focused skills, able to process and explain technical information in various levels  

**Ability to work 9a-6p PT (12p-9p ET), Monday through Friday**

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Where we are

Copley Square has the best selection of food and bars in the city, as well as being a hub for Boston's famous food trucks.

Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM
    • SalesforceCRM
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What are Cybereason Perks + Benefits

Cybereason Benefits Overview

Our offices are open, highly collaborative and yes- fun! To support you at work (and play) we offer some killer perks: ample time off to relax and recharge, plenty of food and drinks (including beer and soda), work from home options, generous employer-paid insurance coverage for you and your family, 401k and more.

Culture
Partners with Nonprofits
Eat lunch together
Daily stand up
Open office floor plan
Diversity
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Our UbU advisory board is in place to hold our organization accountable for DEI initiatives.
Hiring Practices that Promote Diversity
Our talent acquisition team uses non-bias tools in our sourcing and hiring efforts.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Since we are currently working remotely, and we are facing unprecedented times, Cybereason has partnered with the Calm app. Each employee has a free premium subscription.
Retirement & Stock Options Benefits
401(K)
Roth and Traditional 401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Cybereason currently reimburses its employees up to $50 a month for any exercise membership.
Home Office Stipend for Remote Employees
Cybereason reimburses its employees for home office equipment up to a certain amount.
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like The ability to attend job related conferences and seminars.
Diversity Program
UbU: Cybereason is solving some of the most complex technology challenges of our time. To fully express their talents, our employees deserve the most open, affirming workplace possible.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per month.
Promote from within

An Insider's view of Cybereason

How would you describe the company’s work-life balance?

Cybereason does an awesome job at making sure each employee takes time for themselves, especially during these trying times. We've had extra company-wide days off, extended long weekends, and even end the day a little early on Fridays for Happy Hour Trivia! I'm very grateful that our senior leaders truly care about our lives outside of Cybereason.

Emily

Talent Projects Coordinator

Jobs at Cybereason
10

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All Jobs
Finance
HR + Recruiting
Marketing
Operations
Product
Sales
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Account Director, DACH - Public Sector

Cybereason
Remote
1 hour ago
+38
Our Account Directors are company ambassadors with a passion for succeeding in our cutting edge Cyber Security industry. These key individuals are responsible for account management and strategic sales growth in their assigned region. This role is covering the Government/Public Sector in DACH.

Product Marketing Manager

Cybereason
Greater Boston Area
6 days ago
+38
About us: Cybereason gives organizations the upper hand by taking an entirely new approach to cybersecurity with AI Hunting, the first AI-powered technology that answers the question “Am I under attack?” proactively, without manual effort. We are a company that wins as one.  We are daring, always evolving, and never give up.  Most importantly we accept our employee for who they are and embrace people that may not fit the typical mold #UBU. What

Enterprise Customer Success Manager, North America

Cybereason
Greater Boston Area
1 week ago
+38
3+ years of experience in customer success, technical account management, project management or related, customer-facing role. Experience in the cyber security domain is highly desirable; other backgrounds in technology, particularly SaaS and enterprise technology, may be considered for exceptionally qualified candidates. Project management experience with all aspects of the post-sales experience, from small to enterprise sized customers, spanning tasks from: onboarding, product upgrade planning, providing L1 support, to feature training. Be the voice of the customer internally; bring in the right people to deliver the best service.

Technical Consultant (US)

Cybereason
Remote
1 week ago
+38
Technical Consultants are a piece of the Customer Success Team. They play a vital role in helping our customers realize the full security and technical value our solution offers. The Technical Consulting Team is responsible for configuring the Cybereason sensor and cloud architecture to meet customer unique needs. They are available to ensure that new deployments, the experience, and adoption of Cybereason is both frictionless and delivers the most value possible. They partner across the organization to make sure product management, engineering, technical operations and other groups are aligned with our customer’s needs.

Senior Revenue Analyst

Cybereason
Greater Boston Area
1 week ago
+38
Our Senior Revenue Analyst will primarily be responsible for the accurate accounting and reporting of revenue, processing billings and collections. This person will execute monthly close activities relating to revenue under ASC 606, validate and reconcile revenue related accounts and systems, assist in analyzing fluxes and data, and prepare reports for internal and external stake holders. An ideal candidate will have a bachelor’s degree in Accounting or Finance, possess working knowledge of U.S. GAAP and pay attention to detail. The ideal candidate will be a hands-on team player possessing solid organizational and communication skills.

Tier-3 Support Engineer

Cybereason
Remote
1 week ago
+38
We are looking for a bright Technical Support Tier-3 Engineer who will provide enterprise level technical support for our customers. As a part of the ongoing job, the ideal candidate will perform customer support tasks for Cybereason’s innovative hunting platform and be scheduled for a 9a-6p PT (12p-9p ET) shift. 

Sr. Global HR Business Partner

Cybereason
Greater Boston Area
1 week ago
+38
The Sr. Global HRBP acts as an advisor to the GTM team in matters relating to management strategy, staffing, performance management, employee relations and professional development. In addition, the Sr. Global HRBP will be involved in the creation and implementation of various HR programs and initiatives, working closely with other members of the HR team. The ideal candidate will be a creative, collaborative, results-oriented individual who is able to balance multiple priorities and make decisions. A true hands-on approach as well as the ability to successfully monitor the "pulse" of the employees to ensure a high level of employee engagement. Experience in a global, rapid, complex and ever-changing work environment with a high-volume workload is a must. This role requires someone to be dedicated to developing a strong, diverse, and collaborative organization, have a strong work ethic, a passion for managing the details within a growing global business and willing to contribute where/when necessary including the ability to roll up your sleeves.

Senior Product Manager

Cybereason
Greater Boston Area
1 week ago
+38
Contribute to the creation and management of product requirement documents, user stories, product development roadmaps to build a product portfolio for enterprise GTM. Be accountable for the overall business driven by the product. Establish pricing and packaging. Set the strategy for the product investments. Meet with customers and partners to explain the product roadmap and get input of future product direction and evolution. Ensure business objectives are being met by evaluating the ongoing effectiveness of current plans, programs, products, and initiatives. Work closely with key stakeholders to improving product development efficiency and cost effectiveness. Deep competitive understanding of the market and industry. Ability to work and interact directly with the customers.

Senior Director of Product Management

Cybereason
Greater Boston Area
1 week ago
+38
Define the strategy, goals and roadmap of our products to continue to innovate our Endpoint Protection Platform and make it the most effective security solution in market. Responsible for the go-to-market plan and enablement, working to ensure that sales, delivery, and channel teams have what they need to be successful. Constantly interact with customers to validate and socialize the Cybereason capabilities and roadmap. Understand the current market landscape. Will require analytical abilities to collect and report metrics and identify trends, issues, or other important information (qualitative and quantitative).. Participating in product planning and working with the development team to prioritize future features and releases. Engaging directly with sales executive leadership for in depth deal analysis . Analyzing product personas and requirements to meet the needs of our core customers. Oversee product development process from ideation through release. Write detailed user stories and partner closely with Engineering, and Test to ensure that acceptance criteria are clearly communicated and then delivered on.

Executive Assistant

Cybereason
Greater Boston Area
1 week ago
+38
We are looking for an Executive Assistant to provide support to some of our C-level executive staff.  You will have a great deal of responsibility and autonomy, managing a busy international travel schedule and liaising with our customers, investors and partners.  You should have proven experience managing complex, international schedules and thrive in an ever-changing, dynamic environment with quickly-shifting priorities.