Product Support Specialist- Cyber Security

• Achieve high levels of customer satisfaction when responding to customer requests via phone or email
• Troubleshoot technical issues with the tools and skills provided after product training, this may include direct connection to customer systems
• Actively investigate mission-critical security incident alerts and escalate appropriately while recommending cybersecurity best practices that affect our customers
• Ensure customers have the best product that suits their needs
• Participate in the content creation lifecycle for support documentation

• Assist customers with live and deferred transactions via phone and email with technical support inquiries.
• Provide advanced troubleshooting on issues including but not limited to, missing data and advanced technical issues.

• Learn the technical architecture of OpenText products.
• Work independently to solve customer issues and own case work by diagnosing, troubleshooting, and resolving software, application, hardware, data transport, and network issues related to service and product offerings.
• Manage multiple customer cases simultaneously, ensure all case-related information and activities are accurately documented, and provide timely progress updates to customers and account managers to maintain service level agreements.
• Work with internal and external teams on technical escalations, bug and a feature request.
• Become trained to support additional products within the OpenText product suite
• Make business-critical decisions that help customers or partners understand proper data protection techniques to ensure full recovery when needed.
• Properly escalate cases to the appropriate teams as needed based on issue complexity and process documentation. Work closely with these teams to identify new trends/resolutions.
• Assist in the content creation/editing process for our Knowledge Bases by creating and editing content as necessary based on findings within your support interactions. This includes but is not limited to documenting new issues and solutions, editing existing content for clarity, and identifying content that is no longer relevant.
• Utilize existing systems to document assistance sessions that aid the business in identifying trends. Collaborate with other levels and Management as needed, to review data, identify solutions, and assist with implementation.
• Continued use of Support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions.
• Strive to achieve our established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy).
• Remain current on internal alerts, training and process changes that are designed to prepare you for the evolving requirements of the role and current threat landscape.

• A track record of good judgment and decision-making in positions with significant responsibility.
• Ability to independently identify high value projects and drive them to completion.
• Demonstrated leadership capability in cross-functional team environments.
• High degree of comfort with complex technical environments.
• Having and being able to articulate/defend an informed opinion on important topics
• Ideally 2-4 years' experience supporting Windows (Desktop and Server environments), Mac OS, desktop applications, networking, security, and web applications.
• BS or BA degree in a computer related field preferred with cybersecurity focused certifications (CompTia A+, CySA+, Pentest+) or a BS/BA in Cybersecurity. Equivalent work experience will be accepted in place of the education requirement.
• Must possess highly developed interpersonal and communication skills, and the ability to work with an extensive variety of customers.
• Must be able to perform network, application, and log intrusion detection.
• Knowledge of WAN and Network protocols (WINS, DNS, DHCP, TCP)
• Knowledge of cybersecurity concepts, threats and remediation tactics with a deep understanding of SOC, SIEM, EDR and MDR capabilities.
• Proficient with Microsoft Windows Operating Systems and Microsoft Office or compatible products.
• Excellent learning skills while striving to keep abreast of security trends: regulatory and operational.
• Ability to organize and manage multiple priorities.
• Demonstrable ability to define problems, gather data, establish facts, and draw valid conclusions.
• Must have excellent spoken and written communication skills.

OpenText