Senior Technical Escalation Engineer

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.

Our Global Escalation Team is looking for a Senior Technical Escalation Engineer to help investigate and solve the most critical and complex issues, using various tools and technologies while collaborating and working hand in hand with our Product, R&D and DevOps departments. We conduct code trace and source code analysis, mastering various debugging tools varying from Network to Application layer and are responsible for identifying trends and providing an holistic view on the various product features and represent the voice of the customer in front of internal teams. Th Escalation team is involved in highly complex cases and help the Technical Support teams drive faster resolution while reassuring our customers they are in the best hands possible.

In this role you will have a unique opportunity to influence the future of the product roadmap via features and bugs prioritization. You will also help the Technical Support organization to become more proficient and knowledgeable via training, mentoring and ad-hoc development of tools. You will become a Subject Matter Expert in several areas of the product. You will own those features, work closely with R&D and product to improve them, work with the technical support teams to make sure they have all the tools and knowledge to handle the questions about these features.  

What You Will Do

• Investigate and solve the most critical and complex issues, using various tools and technologies while collaborating and working hand in hand with our Product, R&D and DevOps departments.  
• Help the Technical Support organization to become more proficient and knowledgeable via training, mentoring and ad-hoc development of tools.
• Conduct code trace and source code analysis, mastering various debugging tools varying from Network to Application layer.
• Be responsible for identifying trends and providing an holistic view on the various product features and represent the voice of the customer in front of internal teams. 
• Manage highly complex cases and help the Technical Support teams drive faster resolution while reassuring our customers they are in the best hands possible.
• Influence the future of the product roadmap via features and bugs prioritization.

What We Are Looking For

• Previous experience working as Escalation Engineer or Technical Support Engineer (Tier-23).
• Thorough technical and architectural knowledge for Security, Networking and Applications.
• Previous experience in working with Cyber Security products or technologies.
• Hands-on experience in either GCP, AWS, OCI or Azure - e.g. You should be able to setup a functioning Apache Web Server with MSSQL Database accessible through Load Balancer.
• Hands-on Linux Administration experience - e.g. troubleshooting performance issues with ‘top’ or analyzing core dumps is something you can guide others about.
• Outstanding Windows troubleshooting skills - you live and breath sysinternals suite and find it peculiar when others are concerned about modifying registry keys.
• Able to handle technically challenging and business sensitive situations coming from our most strategic customers. 
• Problem solving and troubleshooting skills is your comfort zone. You use various tools and technologies to analyze different problems and develop solutions or workarounds.
• Not necessary, but strong advantage for people with
  • In-depth understanding and hands-on experience with AV, NGAV and EDR technologies.
  • Familiar with the malware landscape and experience participating in a few IRs.
  • Experience with security products that utilize IOCs and coverage against MITRE’S ATT&CK Framework.
  • MCSEMCITP certificate or equivalent knowledge - e.g. You are able to build a functioning Windows Domain with AD, DNS and CA.
  • Knowledge of how to use KQL to move around Kibana and generate cool graphs showing production-wide impact.
  • K8S - No need to remember kubectl syntax by heart, but you know how to check if a pod has enough resources allocated to it.
  • Code - you are not expected to code, but we would love you to. You still need to have a good understanding of what you read and how functions operate.
  • InformationCyber Security background - whitegreyblack hat, amateur pen-tester with some HTB labs completed.

Soft Skills

• Able to handle technically challenging and business sensitive situations coming from our most strategic customers. This role may require some direct communication with customers.
• Problem solving and troubleshooting skills is your comfort zone. You use various tools and technologies to analyze different problems and develop solutions or workarounds.
• You can work in collaboration with different R&D teams to drive changes and improvements throughout the product.

Who we are, our culture and how we operate reflects in our shared values. Our #Defenders are individuals with diverse skill sets and backgrounds who are driven to innovate and scale with our growing organization. We are a team that strives to learn from each other, solve challenging problems, and work collaboratively toward our goal of reversing the adversary advantage.

Core Values:

• Daring: To achieve the impossible, we must dare to be different.
• UbU: We believe people can only unlock their full potential when they work somewhere that accepts who they are.
• Never Give Up: We are tenacious and resilient, and we never stop.
• Ever Evolving: Change keeps us at the forefront, so we encourage it.
• Win As One: The power of an individual is less than the power of a team.

If these values resonate with you and our vision excites you, join us today and help us end cyber attacks from the endpoint to everywhere! #Defenders

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Cybereason we are dedicated to building a diverse, inclusive and authentic workplace (#uBu), so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Cybereason is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.