Center for Internet Security, Inc.

Product Support Specialist - Remote

Job Locations US
ID
2022-1542
Category
Customer Support and Account Management
Type
Regular Full-Time
Remote?
Yes

Overview

The Center for Internet Security (CIS) makes the connected world a safer place for people, businesses, and governments through our core competencies of collaboration and innovation. We are a community-driven nonprofit responsible for industry leading best practices for securing IT systems and data. We lead a global community of IT professionals to continuously evolve these standards and provide products and services to proactively safeguard against emerging threats.

 

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

 

This role may need to support US Pacific Time hours; availability from 3-8pm EST is required, with flexibility on other hours.

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

  • Associates degree in information technology, information security, cybersecurity or related field.*
  • Minimum of 2+ years of related work experience as described in the duties above.
  • 2 or more years of experience with Microsoft Windows and UNIX servers
  • Experience using a variety of network troubleshooting tools
  • Experience with installing and configuring UNIX and Windows OS in VMWare and Cloud platforms
  • Experience supporting customers in large / global scale environments
  • Ability to build a solid and trusting relationship with customers
  • Ability to provide different levels of technical case documentation
  • Demonstrate a passion for learning, an ability to retain and build upon experience and contribute to team success
  • Strong attention to detail, communication skills and professional demeanor.
  • Must be authorized to work in the United States.
  • Full COVID-19 vaccination may be required.

*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). 

At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.

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