Technical Support Engineer - Japan

You are passionate about technology and customers. You are a true problem solver, the Technical Support Engineer will take personal ownership in seeing a problem through to resolution. You will be a key resource to all teams for technical requests and questions. You will proactively help to drive service delivery and improve Enterprise IT products and services.

You will understand the product and processes at all levels, as well as customer environments across heterogeneous operating environments. You will be comfortable speaking with security teams as well as customer operation teams. Candidates must have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a fast paced, team focused environment, supporting a zero-time cybersecurity solution.

What You'll Do:

• Provide our Customers and Partners with excellent Remote Technical Support
• Provide tailored troubleshooting, configuration guidance, and best practices.
• Manage support cases to ensure issues are recorded, tracked, and resolved with timely follow-ups with thorough documentation of all the troubleshooting steps in the ticketing system
• Since our support offering is 24x7, it involves work in shifts and on-call duty on some weekend.
• Ensure that every customer interaction with Deep Instinct is exceptional
• Proactively manage a queue of customer support tickets
• Identify, troubleshoot, and quickly resolve technical issues via phone and email
• Maintain a high level of professionalism with customers and work to establish a positive rapport during each interaction

Requirements :

Who You Are:

• Previous Cyber Security preferred
• At least 3 years working in a technical support and/or escalation engineer role.
• Professional fluency in English and Japanese including speaking, listening, reading, and writing skills.
• Previous experience in working with Cyber Security products or technologies.
• Thorough technical and architectural knowledge for Security, Networking and Applications.
• Experience in diagnosis and resolution of complex customer issues.
• 1-2 years of customer facing IT experience (preferably in Global Companies); ability to work with empathy and sense of urgency to deliver solutions to meet customer needs.
• Endpoint cyber security experience is preferred
• Customer Service skills including active listening, patience, empathy and the ability to make the customer s issues your own
• Outstanding Windows troubleshooting skills - you live and breath sysinternals suite
• Experience with ProcMon, Wireshark, MacOS and Linux preferred
• Able to handle technically challenging and business sensitive situations coming from our most strategic customers.
• Excellent technical troubleshooting skills of in-depth IT and Security issues; ability to learn new technologies in-depth; work and solve problems independently while presenting confidence & professionalism.
• Must have attention to detail: demonstrate outstanding organizational skills, maintaining accurate incident documentation, strong ability to follow through on issues until resolution
• Have a strong passion for success and a positive demeanor
• A team player

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation or any other characteristic protected by federal, state or local laws.

About Deep Instinct:

Deep Instinct, is the first cyber security company to apply Deep Learning as a platform. We are the only cyber security company harnessing the the power of deep learning to prevent 99% of known and unknown attacks from malware and zero-day threats.

Deep Instinct Prevention Platform. The Deep Instinct Prevention Platform is changing the way organizations approach cybersecurity by stopping unknown threats before they can land in your environment with the highest accuracy and lowest false positive rate in the industry. For your organization this means fewer alerts to chase, true prevention of ransomware and zero-day threats, and greater assurance that the attackers will not succeed.

Deep Instinct Prevention for Applications. meets the attacker earlier to prevent threats hidden in your files known, unknown ransomware, or zero day before they land on the endpoint, server, or enter storage. File uploads through your web applications, user downloads from the internet, and third-party suppliers transferring files into your environment leave your organization blind to malicious content traversing your network.

Remote Work :

Yes

Employment Type :

Full-time