Cybereason
Cybereason provides enterprise endpoint protection built to defend against tomorrow’s threats today.
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Support Engineer, Tier-3 at Cybereason

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Cybereason's mission is to ‘protect it all’ – delivering unparalleled prevention, detection, investigation, and response for all endpoints: workstations, laptops, mobile devices and more.

Our cyber-defence solutions combine machine learning and AI to analyze threats, connecting huge volumes of data to reveal cyber-attacks and shut them down, as well as block intrusion of known and unknown threats. With our latest offerings, we can also seamlessly automate detection and prevention across traditional endpoints as well as mobile devices.

Since entering the Japan market in 2016, we have seen tremendous growth, now holding #1 market share. We are constantly evolving and hope to expand our team with daring individuals that never give up!

As a Support Engineer, you will be a client-side technical support engineer improving customer satisfaction through pro-active engagement with our partners in Japan.

What you will do

  • Troubleshooting of client side part of Cybereason security solution (mainly Windows)
  • Responsible for client-side customer requests under defined SLAs
  • Escalating difficult cases if necessary

What we are looking for

  • 5+years technical support experience with customer oriented
  • Excellent Windows (mostly 7, 8, 10) troubleshooting skills (e.g. Windows slowness, freezes)
  • Knowledge of Windows services and boot process of Windows desktop machine (servers like IIS, MailEnable, Exchange etc. are not needed)
  • Clear understanding of investigation steps and the questions to ask customer during technical investigation
  • Native Japanese language, extensive experience communicating with Japanese customers in Japanese (both phone and email)
  • English (reading/writing) to be able to escalate issues to HQ support
  • Understanding of virtual environment techniques and support experience
  • Superb knowledge of troubleshooting tools for Windows (process monitor, process explorer, etc.)
  • Logical thinking
  • Excellent communication skills
  • Be able to explain highly technical things to the customers at various levels of technical knowledge
  • Networking knowledge (TCP/IP), understanding different types of proxies
  • Be able to troubleshoot networking problems with wireshark
  • Able to work independently with minimum supervision while constantly providing feedback to the relevant stakeholders
  • Enjoy learning new things and working in fast-paced environment
  • Strong advantage for candidates with:
    • Ability to debug applications using Windows memory dump files
    • Knowledge of remote package distribution software under Windows used in Japan (e.g. Skysea, etc.), Powershell scripting or knowledge
    • Ability to troubleshoot Mac and Linux services
    • Understanding the basics of cyber security

More about working at Cybereason Japan

Our Tokyo and Osaka offices are open, highly supportive and fun! To support you at work, we provide flexible work-life management policies, plenty of food and drinks, paid-leave for supporting your family and health, 401k, fun monthly events such as Premium Fridays and “Lunch & Learn”, as well as career support. You’ll have a chance to work in cooperation with a growing team of over 600 people (and growing!) with teams in Tel Aviv, Boston and other locations around the world.

「働きがいのある会社」として認定 / Great Place to Work® Certified

サイバーリーズン・ジャパンは、Great Place to Work® から、働きがいのある会社であることを認める「働きがい認定」企業として選出されました。 詳細や認定企業一覧はこちらをご参�ください。

Cybereason Japan has been selected and certified by Great Place to Work® as an employee-validated great workplace. Click here for details and a list of certified companies.

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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.

Culture
Partners with Nonprofits
Eat lunch together
Daily sync
Open office floor plan
Diversity
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
401(K)
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.

Emily

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.

Matt

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.

Sam

Chief Security Officer/President of Cybereason Government

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