Product Support Engineer at Cylance
Japan

Cylance is seeking a Product Support Engineer in Japan who will provide tier 3 technical customer support to current and potential customers at Cylance.

 

WHAT YOU WILL DO

  • Act as the final escalation point for all high-level technical support issues for Cylance’s products
  • Perform in-depth analysis and diagnosis for Cylance applications that run on multiple operating systems (Windows, macOS, Linux)
  • Work closely with Cylance Engineering teams to deliver solutions to complex technical issues, while also delivering high-level support to customers
  • Reproduce and confirm product defects prior to reporting them to the Engineering teams on a regular basis
  • Test and develop solutions for complex problems while communicating customer needs to the Engineering and Product Development teams
  • Respond to escalations via phone or email in a very timely, courteous and professional manner
  • Assist in the development of training materials to empower Tier 2 support personnel; acts as team mentor as needed
  • Document technical resolutions to increase the Cylance knowledge base as needed

 
WHO WE ARE LOOKING FOR

  • Five years minimum related experience in technical customer support or other related technical experience
  • Bachelor’s level in related field; Master’s degree or PhD can be substituted for equivalent years of experience
  • Senior ability to work and examine database technologies
  • Senior ability to configure Windows Operating Systems to capture crash dumps and conduct preliminary dump-file analysis
  • Senior ability to navigate macOS and Linux operating systems via terminal, familiarity with executing various terminal commands to effect change or capture device information
  • Familiar with network topologies, edge devices including but not limited routers and proxies, and troubleshooting techniques
  • Senior ability to provide customer support and use customer support tools
  • Effectively communicates in verbal and written form to various stakeholder’s who have differing levels of technical knowledge

 

WHAT WE NEED FROM YOU TO APPLY

  • Current resume
  • Cover letter/summary expressing:
    • Why you are interested in working at Cylance
    • The skills, strengths and expertise you will contribute to our diverse team of extraordinary talent and humble hearts