Secureworks (NASDAQ: SCWX) is a global cybersecurity leader that protects customer progress with Secureworks Taegis, a cloud-native security analytics platform built on 20+ years of real-world threat intelligence and research, improving customers ability to detect advanced threats, streamline and collaborate on investigations, and automate the right actions.www.secureworks.comWe enjoy competitive compensation and benefits packages, and reward and recognize our employees for exceptional results. A constant focus on continued learning and growth keeps our team members engaged and excited about whats next. We offer flexible work options when available, and emphasize the importance of work-life balance. We know that when our people are rewarded, recognized, and rejuvenated, we win as a team.Role Overview:We are looking for someone passionate about providing software support for our recently launched Taegis application.With Taegis customers get a fully managed solution delivered through our security analytics and operations platform, providing advanced threat hunting, detection and rapid response across endpoint, network, and cloud environments.You will work closely with product management and engineering to help our customers. The role will be the focal point for our customers in terms of support and will be an integral part of a global team that continues to innovate the product.Were an Agile team and work with a number of various software support tools to get our jobs done. The intricacies of our software include working with endpoint components, cloud components, next-gen antivirus components and others.The ideal candidate will have strong troubleshooting skills, be driven to help customers, and able to dive deep into a new product and learn it inside and out.Key Responsibilities:Perform triage and troubleshooting with the customerAssist software developers in the resolution of issuesRespond and communicate with the customer through various channels of communication (email, phone, chat)Create technical documents and knowledge base articlesDocument customer issuesAdhere to SLAs and strive to deliver excellent customer serviceAbility to be empathetic, accurate, compassionate, responsive, resourceful, and conscientiousConvey technical jargon in a wide array of syntax from beginner level users to developers in our tickets as well as knowledge base articlesMaintain excellent organizational, written and oral communication skillsPossess a strong sense of urgencyRole Requirements:Minimum of 3 years of software product support experienceMinimum of 1 year of experience with UNIX/Linux commandsMinimum of 2 years of experience working with Security Endpoint solutionsExcellent organizational, written and oral communication skillsExperience with AWS or Kubernetes or other cloud computing solutionsExperience working in a B2B SaaS environmentPreferred Skills:Understanding of scripting and debugging languages; Python, JavaScript, HTML and API''sBS in Computer Science, Software Engineering, Computer Engineering, or MISExperience working in the cybersecurity industryWorking hours: 24 x 7 schedule, with 12 hours rotating shiftsHere are more reasons to join our team!Take a look at what we offer and feel free to reach out to us for more details!Development programs and cyber-security training/ certifications because we grow togetherInternal Career Progression Plan for top performers - we encourage you to follow internal opportunitiesRegular workshops we are the largest community of cyber-security experts and we enjoy sharing our best practices during our Communities of Practice and to our traineesWork from home policy your time mattersMedical and Dental subscription flexible package and you can include your family membersLife InsuranceAnnual Performance BonusMeal ticketsWhy work with us?Secureworks, a Dell Technologies company, is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Secureworks are based on business needs, job requirements and individual qualifications, without regard to race, colour, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regula