Technical Support Engineer - Dubai

Customer Care Dubai, United Arab Emirates


Description

We are looking for a Technical Support Engineer to join our team in our Dubai office. This role is Hybrid, you will be required to go into the office 3-4 days a week. In this role, you will focus on providing excellent customer experience centered on great technical support to LogRhythm customers worldwide. You will research, diagnose, troubleshoot, and resolve customer SIEM issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments. The candidate should be motivated and willing to take on challenges, able to multi-task to succeed, and able to work independently and with minimal oversight.    
    
Roles and Responsibilities:    
  • Act as a single point of contact for cases raised by our customers and partners.
  • Prioritize cases based on severity while ensuring SLAs are met.
  • Own, track, troubleshoot & and resolve cases relating to software & and hardware challenges across all LogRhythm products.
  • Guide customers to resolution through remote session, phone, or email.
  • Document and track incident progress and analysis through Salesforce.
  • Leverage the internal knowledge base to minimize time to resolution.
  • Follow up with clients daily to ensure they are kept up to date on progress or are progressing your requests in a timely fashion.
  • Work closely with the Advanced Support team, product engineering team & and product management team to resolve critical issues.
Additional responsibilities:    
  • Contribute to ongoing projects & and programs.
  • Advance the support organization through mentoring, leadership, and coaching.
Required Skills:    
  • 3 or more years in an enterprise technical support or similar role.
  • Experience in application support, server support, network support, or similar skill set.
  • Experience troubleshooting performance and application-based issues on Windows and Linux environments (Server 2016 onwards, Centos/RedHat 7 onwards).
  • Deep understanding of networking concepts & and technologies such as firewalls, routers, switches, and other network-based solutions with a particular focus on security.
  • Excellent problem-solving & communication skills.
  • Ability to provide step-by-step technical help on the phone, via remote session, and email.
  • Able to communicate technical issues to customers and colleagues with a variety of backgrounds.
  • Strong organizational skills: comfortable with managing and prioritizing customer cases you own.
  • Excellent listener who can translate user concerns into solutions.
Preferred Skills:    
  • Experience troubleshooting and/or administering MSSQL Server 2016+
  • Experience troubleshooting API (application program interfaces) integrations
  • Familiarity with SIEM solutions
  • Familiarity with cloud-based solutions (AWS, Azure and/or GCP (Google Cloud Platform))
  • Understanding of Regex fundamentals
  • Scripting
Technology Exposure    
As part of your career at LogRhythm you will have the opportunity to gain exposure to the following technologies through incident handling:    
  • Windows Server 2016 onwards
  • MS SQL Server 2016 onwards
  • Linux server (CentOS & RHEL)
  • ElasticSearch
  • Grafana, Kibana
  • Network Appliances familiarization (F5, Checkpoint, Cisco)
  • Syslog, SNMP, File Integrity Monitoring, Network monitoring (PCAP)  
Bring your Whole Self to Work!    
Diversity, equity, and inclusion are at the core of who we are. At LogRhythm, we know that diverse perspectives spark innovation, improve creativity, and position our team for success. Creating a culture where all are welcomed, valued, and empowered to achieve their full potential is important to who we are today and in the future. We hire the best of the best and do not discriminate based on race, gender, age, religion, sexual orientation, identity, or other personal factors.