Cybereason provides enterprise endpoint protection built to defend against tomorrow’s threats today.
Boston, MA

Technical Escalation Engineer at Cybereason

| Boston, MA
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Cybereason gives organizations the upper hand by taking an entirely new approach to cybersecurity with AI Hunting, the first AI-powered technology that answers the question “Am I under attack?” proactively, without manual effort.

We are a company that wins as one.  We are daring, always evolving, and never give up.  Most importantly we accept our employee for who they are and embrace people that may not fit the typical mold #UBU.

What We Do

We are looking for a Technical Escalation Engineer to join our Global Escalation Team. Technical Escalation Engineers investigate and solve the most critical and complex issues, using various tools and technologies while collaborating and working hand in hand with our Product, R&D and DevOps departments.

We conduct code trace and source code analysis, mastering various debugging tools varying from Network to Application layer.

We are responsible for identifying trends and providing an holistic view on the various product features and represent the voice of the customer in front of internal teams. 

We are involved in highly complex cases and help the Technical Support teams drive faster resolution while reassuring our customers they are in the best hands possible.

In this role you will have a unique opportunity to influence the future of the product roadmap via features and bugs prioritization. You will also help the Technical Support organization to become more proficient and knowledgeable via training, mentoring and ad-hoc development of tools.

You will become a Subject Matter Expert in several areas of the product. You will own those features, work closely with R&D and product to improve them, work with the technical support teams to make sure they have all the tools and knowledge to handle the questions about these features.  

You should apply if

  • Working under pressure motivates you.
  • You are able to quickly adapt to constantly changing priorities and tasks.
  • You love working in an extremely fast-paced environment.
  • You enjoy learning new technologies and products, while maintaining excellent hands-on technical knowledge .
  • You are looking to make a true impact on a product’s roadmap within a pre-IPO company.
  • You are a problem solver by heart.

What We're Looking For:

  • Previous experience working as Escalation Engineer or Technical Support Engineer (Tier-2\3).
  • Thorough technical and architectural knowledge for Security, Networking and Applications.
  • Previous experience in working with Cyber Security products or technologies.
  • Hands-on experience in either GCP, AWS, OCI or Azure - e.g. You should be able to setup a functioning Apache Web Server with MSSQL Database accessible through Load Balancer.
  • Hands-on Linux Administration experience - e.g. troubleshooting performance issues with ‘top’ or analyzing core dumps is something you can guide others about.
  • Outstanding Windows troubleshooting skills - you live and breath sysinternals suite and find it peculiar when others are concerned about modifying registry keys.

Nice to Have

  • In-depth understanding and hands-on experience with AV, NGAV and EDR technologies.
  • You are familiar with the malware landscape and have had your fair share of participating in a few IRs.
  • You worked with security products that utilize  IOCs and coverage against MITRE’S ATT&CK Framework.
  • MCSE\MCITP certificate or equivalent knowledge - e.g. You are able to build a functioning Windows Domain with AD, DNS and CA.
  • You know how to use KQL to move around Kibana and generate cool graphs showing production-wide impact.
  • K8S - No need to remember kubectl syntax by heart, but you know how to check if a pod has enough resources allocated to it.
  • Code - you are not expected to code, but we would love you to. You still need to have a good understanding of what you read and how functions operate.
  • Information\Cyber Security background - white\grey\black hat, amateur pen-tester with some HTB labs completed.

Soft Skills

  • Able to handle technically challenging and business sensitive situations coming from our most strategic customers. This role may require some direct communication with customers.
  • Problem solving and troubleshooting skills is your comfort zone. You use various tools and technologies to analyze different problems and develop solutions or workarounds.
  • You can work in collaboration with different R&D teams to drive changes and improvements throughout the product.
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Technology we use

  • Product
  • Sales & Marketing
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • HubSpotCRM
    • SalesforceCRM

What are Cybereason Perks + Benefits

Cybereason Benefits Overview

Our offices are open, highly collaborative and yes- fun! To support you at work (and play) we offer some killer perks: ample time off to relax and recharge, plenty of food and drinks (including beer and soda), work from home options, generous employer-paid insurance coverage for you and your family, 401k and a Long Term Care benefit.

Partners with Nonprofits
Eat lunch together
Daily sync
Open office floor plan
Documented equal pay policy
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Our UbU advisory board is in place to hold our organization accountable for DEI initiatives.
Hiring Practices that Promote Diversity
Our talent acquisition team uses non-bias tools in our sourcing and hiring efforts.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Since we are currently working remotely, and we are facing unprecedented times, Cybereason has partnered with the Calm app. Each employee has a free premium subscription.
Retirement & Stock Options Benefits
Roth and Traditional 401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Cybereason currently reimburses its employees up to $50 a month for any exercise membership.
Home Office Stipend for Remote Employees
Cybereason reimburses its employees for home office equipment up to a certain amount.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within

An Insider's view of Cybereason

How would you describe the company’s work-life balance?

Cybereason does an awesome job at making sure each employee takes time for themselves, especially during these trying times. We've had extra company-wide days off, extended long weekends, and even end the day a little early on Fridays for Happy Hour Trivia! I'm very grateful that our senior leaders truly care about our lives outside of Cybereason.


Talent Projects Coordinator

What's the biggest problem your team is solving?

My team works to solve one of the most difficult issues we face today: keeping people and businesses safe in an increasingly digitized world. Knowing that the work we do matters and brings a positive impact to people’s lives is what keeps us focused each and every day.


VP of North America Sales Engineering

How do you empower your team to be more creative?

I believe in both forgiveness over permission and that anyone who makes a mistake immediately gets air cover while success brings them a spotlight. I want people focused on outcomes and finding ways there, not worrying about coloring inside the lines.


Chief Security Officer/President of Cybereason Government

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