Technical Support Engineer

2 weeks ago

Singapur, Singapore Varonis Full time

Description

Job Title: Technical Support Engineer – L2

Are you ready to join a fast-growing company that is a key player in the cybersecurity sector?

Varonis is a top-tier organization with a clear mission: safeguarding sensitive data.

Our cutting-edge SaaS solutions help businesses tackle the pressing data protection and management challenges of today. As data volumes surge, so does the demand for Varonis. And this is where you step in – our technical experts play a crucial role in advancing our products daily, with our teams comprising industry-leading cybersecurity professionals.

We are a dynamic, rapidly expanding company seeking to onboard collaborative individuals who are bright, ambitious, and keen on making a difference.

If you have a growth-oriented mindset, aspire to grow your career in the tech sector, and wish to collaborate with exceptional peers every day, we encourage you to apply and become part of our mission.

Job Summary:

As a Level 2 Technical Support Engineer, you will play a pivotal role in guiding our customers on optimizing the Varonis product suite.

You will be part of a team of Technical Support Engineers renowned for delivering top-notch technical customer support. Your responsibilities will include investigating, reproducing, and resolving technical issues using a variety of knowledge sources like the Knowledge Base.

This is no ordinary support role. As part of an advanced technical support operation, you will provide specialized, skill-specific technical assistance. Your interactions will involve Security Admins, Sys Admins, Network Admins, Storage Admins, CISOs, Exchange Admins, and business owners. We seek individuals who have hands-on experience and deep expertise in the field.

Essential Duties and Responsibilities:

  • Provide specialized, skill-specific technical services, coupled with a solid foundational understanding of the Varonis Architecture
  • Offer support for the company's highly intricate products on customers' systems remotely
  • Independently diagnose and resolve complex technical issues related to the customer's environment by examining product & systemic issues - Active Directory, Windows file servers, Exchange, SharePoint, Storage systems, etc.
  • Proactively pinpoint critical failure points, alert and escalate urgent issues
  • Leverage various knowledge resources, and contribute to enhancing the Knowledge Base by documenting and/or sharing relevant content arising from your technical inquiries

Education, Experience and Qualifications:

  • Minimum of 2-3 years experience as a System Administrator / Technical Support Specialist (2nd / 3rd tier) or equivalent
  • Experience in supporting SaaS solutions, familiarity with hybrid environments (SaaS+Self Hosted) is a strong advantage
  • Demonstrated exceptional customer communication skills, collaborating with partners and customers
  • Strong verbal and written communication skills to explain complex network and server issues in understandable terms for customers
  • Exhibit professionalism and a readiness to contribute across all levels
  • Solid organizational skills, keen attention to detail, ability to juggle multiple tasks, meet deadlines, and prioritize workload
  • Ability to work through challenges, see projects through completion; conduct intricate research, analysis, and troubleshooting; and resolve critical issues persisting over extended periods logically
  • Readiness to exert extra effort to fulfill tasks within SLAs and customer agreements
  • Demonstrate proficiency in network connectivity
  • Display expertise in Active Directory, Windows Servers, and Services
  • Extensive experience with Internet Security and Networking Technologies like TCP/IP, HTTP, Load Balancers, Proxies, and Firewalls

Considered a Plus:

  • Experience with storage devices (NetApp, EMC, Isilon)
  • Familiarity with Microsoft on-premises and cloud offerings (SharePoint, Exchange, OneDrive)
  • Bachelor's Degree (B.A.) in Computer Science or Information Technology
  • Network+, Security+, MCSE, MCP certifications

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