Cyber Security Expert with Technical Support Experience

3 weeks ago

Bengaluru, Karnataka, India OpenText Full time
Cyber Security Specialist
OpenText seeks a Cyber Security Specialist to assist customers in mitigating risks, maintaining trust, managing disruptions, and fortifying resilience against present and future cyber threats. This role is part of the Cyber Security support team, responsible for providing exceptional technical support on OpenText products.

About the RoleThe Cyber Security Specialist will reproduce, troubleshoot, and resolve customer issues related to our suite of Cyber Security products, including Application Security, Security Operations, Data Protection, and Identity Management. This individual will be recognized by peers as an expert in their chosen product area, with opportunities to learn exciting technologies and exercise critical and creative thinking. The strong team-based environment ensures that team members support each other to deliver excellent Customer Experience.

Key Responsibilities
  • Assisting customers with complex technical support enquiries via chat, phone, and email.
  • Utilizing exceptional written & verbal communication skills to deliver great Customer Experience.
  • Incident management in adherence to defined processes.
  • Documenting interactions with internal & external stakeholders using the CRM tool.
  • Collaborating with other teams while adhering to SLO's and KPI's.
  • Advanced troubleshooting on escalated cases.
  • Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys.
  • Collaborating with various stakeholders to act as a trusted customer advocate.

What You Need to Succeed
  • You enjoy learning new technologies and mentoring others.
  • You are passionate about resolving customer issues.
  • The ability to effectively communicate and interact with people.
  • Ability to navigate, and lead, difficult conversations with customers.
  • A quick learner who follows processes and acts as a role model for others in the team.
  • A strong focus on continuous improvement and career progression.
  • A key team contributor, promoting a positive team environment and team skill development.

Requirements
  • 5+ years' experience in a technical support environment.
  • Flexible to provide on-call / outside business support hours as, and when, needed.
  • A Science /Technology Engineering or Bachelor's degree preferred.
  • Strong analytical and critical thinking skills.
  • Strong verbal and written communication skills.
  • Proven experience working in a fluid environment that is ever growing and changing.
  • Ability to multi-task and prioritize work effectively.
  • Strong attention to detail and the ability to grasp concepts quickly with a thirst for knowledge.

Technical Skills
  • Hands-on experience troubleshooting Windows/Linux Operating Systems.
  • Strong troubleshooting skills, diagnostic analysis using traces, dumps and other tools, and hypothesis formulation and testing.
  • - Database knowledge - SQL, PostgreSQL, Oracle, MS SQL, MongoDB
    - Active Directory and/or eDirectory
    - Network and security protocols like TPC/IP, HTTP, TLS/SSL, REST API, SOAP and SAML
    - Web servers such as Apache or IIS and application servers like Tomcat and JBoss
    - Familiarity with C/C++, Java, JavaScript, Python, PHP

Desired Skills
  • Identity Management, Access Management, Data Security, Application Security SIEM applications.
  • Experience on Cloud technologies – AWS, Azure.
  • Familiarity with containerization tools like Docker or Kubernetes.
  • Possessing security certifications (CISSP, Security+, CEH, etc.) and Linux certifications (Linux+, RHCE, SCE, SCA, etc.) is advantageous.

Salary InformationWe offer a competitive salary range of $120,000 - $180,000 per year, depending on experience.

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