Application Support Engineer

Secureworks® (NASDAQ: SCWX) is a technology-driven cybersecurity leader that protects organizations in the digitally connected world. Built on proprietary technologies and world-class threat intelligence, our applications and solutions help prevent, detect, and respond to cyber threats.  Red Cloak™ software brings advanced threat analytics to thousands of customers, and the Secureworks Counter Threat Platform™ processes over 300B threat events per day. We understand complex security environments and are passionate about simplifying security with Defense in Concert™ so that security becomes a business enabler. More than 4,000 customers across over 50 countries are protected by Secureworks, benefit from our network effect and are Collectively Smarter. Exponentially Safer.™   

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 through many channels of communication including email, phone, chat, forums, and social media. This role will be focused on supporting our recently launched Red Cloak Threat Detection and Response application and will work closely with customers, product management, and engineering to help our customers.

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

• 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
• Deliver excellent customer service
• Possess a strong sense of urgency
• Document customer issues
• Perform initial triage and troubleshooting with the customer
• Assist software developers in the resolution of issues
• Create technical documents and knowledge base articles 

Minimum Requirements

• Minimum of 3 years of software product support experience
• Minimum of 3 years of experience with AWS or Kubernetes
• Minimum of 2 years of experience with UNIX/Linux commands
• Minimum of 2 years of experience in a B2B SaaS environment

Preferred Skills

• Excellent organizational, written and oral communication 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

Here are more reasons to join our team!

Take a look at what we offer and feel free to reach out to us for more details!

• Development programs and cyber-security training/ certifications – because we grow together  
• Internal Career Progression Plan for top performers - we encourage you to follow internal opportunities
• Regular workshops – we are the largest community of cyber-security experts and we enjoy sharing our best practices during our Communities of Practice and to our trainees
• Work from home policy – your time matters
• Medical and Dental subscription – flexible package and you can include your family members  
• Life Insurance  
• Annual Performance Bonus
• Meal tickets

Why work with us?

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.