Center for Internet Security, Inc.

Product Support Specialist

Job Locations US-NY-Albany
ID
2020-1272
Category
Customer Support and Account Management
Type
Regular Full-Time

Overview

The primary purpose of this position is to be responsible for all aspects of support for CIS SecureSuite products. This includes customer facing as well as internally facing responsibilities.

What You'll Do

  • Responsible for handling all first and second line support issues for CIS Secure Suite Member products 

  • Troubleshoot hardware, software and technology issues 

  • Responsible for installing and configuring test systems to replicate customer issues 

  • Work with engineering teams to replicate issues and test bug fixes and workarounds 

  • Accurate entry and updating of issues into Service Desk / Jira with timely and professional response to customers 

  • Responsible for growing and strengthening the relationship between CIS and members 

  • Process CIS vendor certification requests 

  • Assist with testing and QA of newly developed and enhanced products.

  • Develop and document FAQ and technical guides for CIS products 

  • Other tasks and responsibilities as assigned

What You'll Need

  • Associate's degree in information technology, information security, cybersecurity or related field*

  • Minimum of 2+ years of related work experience as described in the duties above

  • Experience with installing and configuring UNIX and Windows OS in VMWare and Cloud platforms

  • Experienced with UNIX and Windows command line

  • Strong attention to detail

  • Excellent interpersonal skills and professional demeanor

  • Excellent verbal and written communication skills

  • Excellent customer service skills

  • Must be authorized to work in the United States

*Additional years of relevant experience or a combination of an Associate’s degree or equivalent and relevant experience may be substituted for the Bachelor’s degree.

 

It's a Plus if You Have:

  • Bachelor’s degree in information technology, information security, cybersecurity or related field
  • Experience in any of the following: scripting (PowerShell, *nix shell scripting, Python), AWS (operation + API), other cloud infrastructure, Network Devices, databases, Web servers, Atlassian stack (JIRA, Confluence), scrum/agile methodologies
  • Project Management experience and industry recognized security certifications (ex: CISSP, GIAC)

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