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First Line Technical Support Engineer

Lastline, Bangalore

COMPLETE BREACH VISIBILITY AT YOUR FINGERTIPS


LASTLINE, THE COMPANY:

At Lastline, we are on a mission to help our clients make their businesses more secure. We’re one of the fastest growing companies in a truly essential industry.

In your role at Lastline, you will be inspired by a team of the brightest business and technical minds in cyber security. We are passionate champions for our clients and know from experience that the best solutions for our clients’ needs come from working hard together. As part of the Lastline team, your voice matters, and you will do important work that has impact on information security for people, businesses and nations. Our industry and our company move fast, and you can be sure that you will always have room to learn and grow. We are proud of our team and the important work we do to build confidence in an increasingly connected world.

JOB DESCRIPTION:

As a part of Lastline's support team, the First Line Technical Support Engineer is responsible for being the first contact to customers and partners who are experiencing problems with Lastline products.  They are responsible to answer simple customer questions and work with customers and partners to gather necessary information to solve more complex problems.  They must be able to understand the components of the Lastline product to be able to communicate with customers about product-related issues including product installation, configuration, operation, API integration and testing.

ABOUT YOU:

You thrive on working in a fast-paced, sometimes chaotic, exciting environment. You leverage your strong problem-solving skills to quickly understand technical issues and you are naturally curious to understand the technical and business details of your customer. You have cultivated organizational awareness and are skillful in active listening so that you can build relationships and proactively engage with both technical and business roles to ensure that any roadblocks to customer success are removed as efficiently as possible.

You have experience and subject matter expertise in network security and network topology.  You are known as a clear and excellent communicator who is easy to work with. You are resilient and enjoy being able to quickly adjust to changing priorities and manage a portfolio of customers.  You have good time management skills and are able to manage various planning processes and keep track of the details while understanding the big picture.

KEY RESPONSIBILITIES:

  • Answers phone calls and emails from Lastline Customers to properly triage problems and document information and collect log files and other technical information required to solve technical support tickets.
  • Basic problem solving and research skills to be able to identify problems that are critical and document the issue from the customer perspective.
  • Reviews knowledgebase articles and documentation and answers customer questions if the answers are readily available.
  • Clearly communicates with partners and customers to ensure they are kept up to date on the status of issues and errors.
  • Escalates urgent problems requiring more in-depth knowledge as appropriate.
  • Documents findings and ensures that Lastline's support knowledge base is utilized effectively and is maintained and expanded over time.

SKILLS AND QUALIFICATIONS:

  • Strong communication skills in English both written and verbal.
  • Proactive, creative thinker with a proven ability to follow-up after crises to provide long-term solutions.
  • Proven understanding of communications protocols (e.g., TCP), the Internet, NTP, routers, firewalls and proxy servers.
  • Working knowledge of email services such as IMAP, POP3, MTA and others.
  • Experience working directly with customers via email, or remote access.
  • Experienced with Linux OS and system administration.
  • Technical support / Help desk experience working with technical productsExperience providing top-tier customer service in a professional environment is desirable.
  • Computer security background and knowledge is a plus.
  • Basic proficiency in other languages such as German, Spanish, French, Hebrew, Japanese, Arabic/Farsi, Mandarin, etc is a plus.
  • Degree in computer science (BSc, MSc, programming, or related field) is a plus.

About Lastline

Lastline is revolutionizing the way companies improve network breach protection with malware detection tools that uncover malware- and browser-based attacks and malicious network activity before suffering a costly data breach. And we enable you to do this with fewer resources and at lower cost than existing malware detection tools. In 2011, Drs. Engin Kirda, Christopher Kruegel, and Giovanni Vigna, three of the world’s most influential academic researchers in cybersecurity, founded Lastline. The company’s vision is informed by the founders’ world-renowned research on malware analysis and evasion techniques, academically-rooted rigor, innovative approaches to network breach protection, and a passion to improve enterprise cybersecurity. Lastline’s unmatched level of visibility, accuracy and effectiveness, and our focus on IT managers’ ever-increasing pressure to secure company networks and assets, has resulted in the company providing specific, actionable, context-rich threat intelligence and decreased data loss to many of the largest and most successful companies around the world.

Lastline

Want to learn more about Lastline? Visit Lastline's website.