Support Analyst

Jobs & Careers

Posted on Oct 09, 2018

Department: Solutions

Location: Amsterdam, Netherlands

The Support Analyst is hands-on and works collaboratively to resolve complex technical issues where in-depth knowledge, applied skills, patience and precision are required. The Support Analyst conducts Root Cause Analysis, successfully diagnoses and resolves various types of (complex)customer issues. 

The Analyst may also contribute 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 network, cloud infrastructure etc.

Responsibilities 

  • 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).
  • Very good people and customer  skills, respectful, polite, helpful and friendly
  • A collaborative, “can-do”, positive attitude
  • 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
  • Minimum of three years of experience and practice of software product support and customer interaction.
  • Sound knowledge  of internet technologies, including  IP routing, DNS, Web services, network security, SE Linux, App Armor
  • Reliable Linux capabilities; comfortable with  various distributions (e.g. CentOS, Ubuntu, etc) and to troubleshooting various configurations requirements, including networking and virtual machines, RPM installations, software and DB issues etc.
  • Scripting – able to read and to use various scripts, more then average Python skills
  • Database knowledge, more then average PostgreSQL 
  • Familiarity with Git
  • Familiarity with ITIL and change management processes
  • Working experience with AWS
  • Familiarity with Nginx, Elasticsearch (all ELK), Splunk etc.
  • Familiarity with JIRA
  • Willingness to work non-standard business hours and on occasion on a shift pattern. Shift schedule is not in operation at present, but the company may move to 24x7x365 support in the future
  • 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, as well as ESOP participation. 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 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, Herndon (US) and Moldova. At EclecticIQ every employee makes a difference.

Learn more at www.eclecticiq.com

In case of any questions or queries, please reach out to our Talent Acquisition specialist, Brenda Szongoth on brenda@eclecticiq.com.

Interested?

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

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