Support Analyst L2

Jobs & Careers

Posted on Oct 08, 2019

Department: Customer Success

Location: Amsterdam, Netherlands

The support role at EclecticIQ is a hands-on role that works collaboratively to resolve complex technical issues where in-depth knowledge, applied skills, patience and precision are required. You will be responsible for conducting Root Cause Analysis, successfully diagnosing and resolving various types of (complex) issues for our Threat Intelligence Platform customers.

The Support function also contributes to the development of delivery and support methods for our products and services across multiple environments, including integrations lab networks, demonstration capabilities, support problem reproduction infrastructure, intelligence delivery networks, cloud infrastructure etc.

Responsibilities

  • Level 1 and Level 2 support and triage of platform customer issues in accordance to service-level-agreements.
  • As part of the Support team, collaborate with other teams in the company (Consulting, Product, Engineering, etc) as well as with external partners and suppliers to support our products and services.
  • Communicate clearly and effectively with customers verbally and in written format, mostly remotely (via e-mail, phone, teleconference, web, social media, etc).
  • Outstanding people and customer skills, respectful, polite, helpful and friendly.
  • A collaborative, “can-do”, positive attitude with a head for diagnostics and problem solving.
  • A willingness to continuously learn and to improve themselves as a professional and as a human being.
  • Support Delivery Manager on live customer product and/or service issues, as appropriate e.g. issue triage, diagnostic scripts, etc.

Requirements

 

  • Professional and personal integrity, strong ethics
  • Professional English language communication skills including written and verbal
  • Sound knowledge of internet technologies, including IP routing, DNS, Web services, network security, SE Linux.
  • Reliable Linux CLI knowledge; comfortable with various distributions (e.g. CentOS, Ubuntu, etc) for troubleshooting various configuration requirements, including networking and virtual machines, RPM installations, software and DB issues etc.
  • Scripting – able to read and to use various scripts, preferably Python
  • Relational database knowledge, more then average PostgreSQL/SQL
  • Familiarity with Git
  • Working experience with AWS
  • Familiarity with Nginx, Elasticsearch (all ELK), Redis etc.
  • Familiarity with JIRA or other ticket management platforms
  • Strong interest in or passion for Cyber Security as an industry
  • Willingness and ability to travel, including internationally (not very often)
  • Ability to achieve clearances in support of business requirements

 

Benefits

 

We offer a full-time position with a market conform salary. Besides our 24 annual holidays, we have a remote-friendly work environment.

On top of that, we have a hip, home-like working place in the heart of Amsterdam and London where you can work with (and build) the latest technology. Our teams are humble, effective, transparent and life long learners - while we love experiments and research, we are not afraid to make decisions. We are backed by international investors to build the future together!

 

About EclecticIQ

EclecticIQ (2014) enables intelligence-powered cybersecurity for government organisations, commercial enterprises and MSSPs. We develop analyst-centric products and services that align our clients’ cybersecurity focus with their threat reality. The result is intelligence-led security, improved detection and prevention, and cost-efficient security investments.

Our flagship product EclecticIQ Platform is based on open standards STIX and TAXII and enables consolidation, analysis, integration and collaboration on intelligence from multiple sources - whether they are freely available, commercial or part of industry partnerships.. We tightly integrated our solutions with our customers’ IT security controls and systems.

EclecticIQ Platform gathers intelligence from diverse sources, enables collaborative internal workflows, integrates with enterprise security technologies, and supports secure exchanges with external information-sharing communities.

EclecticIQ operates globally with offices in Amsterdam, London, Reston (US) and Moldova. 

 

Learn more at www.eclecticiq.com

 

In case of any questions or queries, please reach out to our Selection and Talent Acquisition Specialist on [email protected]

 

The selection process may include security screening and/or background checks.

 

Interested?

All you need to do is filling out our application form below.

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