Cybersecurity Technical Support Associate (Eastern Time Zone) (REMOTE)

As a Cybersecurity Technical Support Associate at Cyware, your responsibilities include efficiently managing support tickets, collaborating with product engineering to resolve customer issues, establishing strong relationships with customers, and ensuring service satisfaction by managing communications effectively. You will also track service-level agreements (SLAs) and identify recurring issues for timely resolutions.

To qualify for the Cybersecurity Technical Support Associate position at Cyware, you need a minimum of 2-3 years of experience in technical support, ideally in a SaaS environment. It's crucial to have hands-on experience with Linux systems and ticketing platforms like Zendesk. Cybersecurity expertise and strong communication skills are also essential.

At Cyware, we are committed to investing in the careers of our Cybersecurity Technical Support Associates. Our culture encourages continuous learning through professional development opportunities, enabling you to stay ahead in the rapidly evolving cybersecurity landscape and align your growth with the company's objectives.

Working at Cyware as a Cybersecurity Technical Support Associate offers a fast-paced and collaborative environment. You’ll be part of a lean team where your impact will be felt immediately. We foster a start-up culture that values innovation, diversity, and inclusive communication.

Yes! Cyware offers a comprehensive benefits package for Cybersecurity Technical Support Associates, including paid time off, retirement plans, insurance coverage, and opportunities for professional growth, ensuring that we take care of our team as they thrive in their roles.

When answering this question, highlight your specific experiences in technical support roles, focusing on your familiarity with cybersecurity concepts and practices. Mention any relevant ticketing systems you’ve used and describe scenarios where you effectively resolved customer issues.

To effectively address this question, discuss your organizational skills and techniques such as categorizing tickets by urgency, maintaining keen communication with team members, and utilizing any tools that assist you in tracking progress. Providing a situation where you successfully managed many tickets simultaneously would strengthen your answer.

In your response, emphasize the importance of collaboration and communication. Discuss how you would escalate issues to the appropriate team, assure the customer of ongoing efforts to resolve their issues, and utilize available resources to seek solutions.

Highlight your customer service skills by discussing your strategies for proactive communication, empathy, and follow-ups. Share examples of how you have gone above and beyond to ensure customers feel heard and supported.

List any relevant systems you've worked with, such as ticketing platforms like Zendesk, security tools, or specific operating systems, and relate your experiences to how they have prepared you for the Cybersecurity Technical Support Associate role.

Select a specific scenario where you turned a negative customer experience into a positive one. Discuss your problem-solving approach, communication techniques, and any follow-up actions that lead to the customer’s satisfaction.

In your answer, mention resources such as cybersecurity news sites, blogs, online courses, or forums where you regularly engage with professionals. Demonstrating a commitment to staying informed reflects your passion for the field.

Discuss qualities such as strong communication skills, a problem-solving mindset, attention to detail, and the ability to work well under pressure. Relate these qualities back to your experiences that demonstrate how you embody them.

Share how you enjoy learning and adapting to new technologies, discussing your strategies for self-study, hands-on practice, and collaboration with team members during training sessions.

Craft your answer to reflect your alignment with Cyware’s mission and values, discussing your admiration for their innovative approach to cybersecurity, your interest in contributing to their customer success, and your desire to grow in a startup environment.