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Edinburgh, United Kingdom

Product Support Engineer - Secureworks - UK, Edinburgh

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as rated by current and former employees

Secureworks® (NASDAQ: SCWX) is a global cybersecurity leader that protects customer progress with Secureworks® Taegis™, a cloud-native security analytics 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.

www.secureworks.com

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.  

Role Overview:

We are looking for someone passionate about providing software support for our recently launched Taegis™ application.

“With Taegis™ customers get a fully managed solution delivered through our security analytics and operations platform, providing advanced threat hunting, detection and rapid response across endpoint, network, and cloud environments.”

You will work closely with product management and engineering to help our customers. The role will be the focal point for our customers in terms of support and will be an integral part of a global team that continues to innovate the product.

The ideal candidate will have strong troubleshooting skills, be driven to help customers, and able to dive deep into a new product and learn it inside and out.

Key Responsibilities:

  • Perform triage and troubleshooting with the customer
  • Assist software developers in the resolution of issues
  • Respond and communicate with the customer through various channels of communication (email, phone, chat)
  • Create technical documents and knowledge base articles
  • Document customer issues
  • Adhere to SLAs and strive to deliver excellent customer service
  • Ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
  • Convey technical jargon in a wide-array of syntax from beginner level users to developers in our tickets as well as knowledge base articles
  • Maintain excellent organizational, written and oral communication skills
  • Possess a strong sense of urgency

Minimum Requirements:

  • Minimum of 3 years of software product support experience
  • Minimum of 1 year of experience with UNIX/Linux commands
  • Minimum of 2 years of experience working with Security Endpoint solutions
  • Excellent organizational, written and oral communication skills
  • Experience with AWS or Kubernetes or other cloud computing solutions
  • Experience working in a B2B SaaS environment

Preferred Skills:

  • Understanding of scripting and debugging languages; Python, JavaScript, HTML and API's
  • BS in Computer Science, Software Engineering, Computer Engineering, or MIS
  • Experience working in the cybersecurity industry

Working hours: 24 x 7 schedule, with 12 hours rotating shifts

Why work with us?

Secureworks is part of the Dell Technologies family of brands. If you require any assistance in applying for an open position or have any specific requirements to attend an interview, please contact UK_Talent_Acquisition@Dell.com

We are a Disability Confident Committed Employer and aim to ensure our recruitment process is inclusive and accessible. As members of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancies and ensure our recruitment process is inclusive and accessible.

Secureworks, a Dell Technologies company, 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, colour, 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.

Job ID: R188159

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Why Work Here

Global Benefits

  • Comprehensive Healthcare Programs

  • Award Winning Financial Wellness Tools and Resources

  • Generous Leave of Absence for New Parents and Caregivers

  • Industry Leading Wellness Platform

  • Employee Assistance Program

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