Technical Support, Tier 1
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Job Description
Tier 1 Technical Support specialist troubleshooting Pentera’s automated security validation platform. Handling tickets, Salesforce support, documentation, and client communication alongside cybersecurity experts.
Responsibilities:
- Handle issues through the ticket lifecycle, including acknowledging receipt, triage/troubleshooting, resolving issues, and communicating with clients
- Provide end-user support using Salesforce
- Follow Pentera Support procedures and best practices using appropriate macros, triggers, and automation tools
- Maintain internal and external documentation
- Contribute articles to the knowledge base
- Act as a liaison between internal departments and end-users
- For major issues, create status reports and analysis and serve as the point of contact for high-level managers
- Troubleshoot and solve core technical challenges alongside cybersecurity experts
Requirements:
- 1-2 years of experience in tech support
- Strong attention to detail with an analytical approach to troubleshooting
- Familiarity with Linux environment
- Excellent communication skills and ability to work within a team
- Ability to identify recurring issues and technical trends
- “Get things done” attitude and ability to multitask
- Fluent English (written and verbal)
- Technical writing skills (preferred)
- Experience with Salesforce (preferred)
- Experience with information security/cyber systems and Penetration Testing tools (preferred)
Benefits:
- Equal opportunity employer committed to building a diverse and talented workforce
- Non-discrimination on the basis of race, sex, religion, colour, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, medical condition, disability, or any other class or characteristic protected by applicable law
- Candidates from all backgrounds are welcomed
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