Position Overview:

The Tier 3 Tech Support Representative serves as the final point of resolution for Cyren customers encountering problems with our products.  You will troubleshoot and resolve complex technical issues that may impede our customer’s ability to use our solutions, addressing customer issues with a calm and methodical approach that instills confidence and ensures customer satisfaction. You will need to become a subject matter expert for Cyren products and ensure quality of service and SLA compliance.


Responsibilities:

• Ensure Cyren is delivering high quality customer service via telephone and email or other appropriate communication channels.
• Support internal and external customers on Cyren’s cloud security solutions.
• Act as Subject Matter Expert in select technological areas to support team members.
• Acquire and document in-depth technical knowledge of Cyren products and services.
• Reconstruct complex customer environments in order to optimize our products.
• Help customers during installation and operation of our solutions.
• Maintain a high level of awareness to email security topics, fraud and spam risks, prevention techniques and technologies.

Skills and Experience:

• Excellent troubleshooting and problem-solving skills.
• Knowledge in networking: standard internet protocols and ports, network monitoring and analysis tools, configuration of network devices (switches, routers, firewalls)
• Knowledge of Linux: system and network configuration, software installation, troubleshooting, bash scripting, etc.
• Advanced knowledge of Microsoft Windows: system and network configuration, registry, software installation, troubleshooting, scripting, Active Directory, etc.
• Good understanding of: DNS, Web proxies, Email servers, mail protocols, Web categorization, Web protocols, Anti-Spam and Anti-Malware solutions
• High motivation for innovation and ability to explore and drive new ideas and technologies, think and learn independently
• 3+ years of experience in tech support
• Willingness to work on-call shifts 24/7
• Experience with virtualization infrastructure, private and public: VMWare, Hyper-V, AWS, Azure, or Rackspace - advantage
• Programming or scripting experience - advantage
• Ability to work in a distributed and multi-cultural environment
• Fluent in English