Product Support Engineer

Secureworks (NASDAQ: SCWX) is a global cybersecurity leader that secures human progress with Secureworks® Taegis™, a SaaS-based, open XDR platform built on 20+ years of real-world threat intelligence and research, improving customers’ ability to detect advanced threats, streamline and collaborate on investigations, and automate the right actions.

We enjoy competitive compensation and benefits packages, and reward and recognize our employees for exceptional results. A constant focus on continued learning and growth keeps our team members engaged and excited about “what’s next.” We offer flexible work options when available, and emphasize the importance of work-life balance. We know that when our people are rewarded, recognized, and rejuvenated, we win as a team.

Requirements

• In-depth knowledge of administration processes in a variety of operating systems, such as Linux/Unix, Microsoft Windows.
• Excellent problem-solving skills and keen ability to diagnose and troubleshoot technical issues. Well-spoken and articulate with an attention to detail with excellent writing abilities.
• Familiarity with scripting/programming: Examples include Python, PHP, Perl, SQL.
• Advanced understanding of intrusion detection, firewall operations, and other general security practices.
• Advanced level of networking expertise with understanding of networking fundamentals and well-known protocols/services including GRE, TCP/IP.
• Ability to read and interpret network diagrams.
• Strong understanding of Unix or Linux operating systems including, but not limited to:
  • Navigating the filesystem
  • Managing processes
  • Obtaining system statistics such as CPU, memory, disk, network interface utilization from the command line
  • Identifying potential problems from system logs
• In-depth understanding of computer network concepts and practices including address resolution protocol, routing, network address translation, virtual private networks, and the OSI model.
• Demonstrate ability to troubleshoot endpoint detection and response systems.

Skills and abilities

• Client-focused with a passion for delivering service excellence.
• Ability to empathize with customers and understand their needs.
• Excellent problem-solving skills and keen ability to diagnose and troubleshoot technical issues.
• Well-spoken and articulate with an attention to detail with excellent verbal communication and writing abilities.
• Ability to adapt to changing environments and priorities.

Role Responsibilities

• Work and resolve incidents taken directly from stakeholders as well as field escalations from both internal and external customers.
• Participate in an on-call rotation to ensure coverage for off hour escalations and outages.
• Perform weekend and off-hours work as necessary to meet customer change window requirements.
• Perform training through hands on demonstrations, technical documentation, and recorded videos. Serve as a mentor when needed.
• Contribute as part of a team and as a member of a project team while also having the ability to work independently at times.
• Manage escalations to product engineering team and work bug triage process to resolution.
• Collaborate with the development, product management teams on shared objectives and product road maps.

Education and Experience

• Prior experience in a support role, such as application, software, or technology support.
• Undergraduate Degree in a technical field such as Computer Science, Information Technology and 3-5 years of relevant experience or Graduate degree and 1-2 years of relevant experience.
• Non-vendor specific certifications such as Linux+, Security+, Network+ or SANS/GIAC Certifications (GPPA, GCIA, and GCIH).

Secureworks is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Secureworks are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Secureworks will not tolerate discrimination or harassment based on any of these characteristics.