Customer Support Analyst – Cybersecurity

What You’ll Do: • Troubleshoot customer issues involving GTB software, configurations, deployments, connectivity, integrations, and performance• Analyze logs, configurations, and system information to identify root causes• Assist customers with installation, configuration, upgrades, and deployment of GTB solutions• Reproduce reported issues and document findings, troubleshooting steps, and resolutions• Own customer support cases from initial report through resolution• Keep customers informed of status, next steps, and progress• Escalate complex issues to GTB Engineering and Development with complete technical information• Work with customers to validate fixes and confirm resolution• Develop and maintain troubleshooting guides, technical documentation and knowledge base content• Identify recurring issues and help improve our products and support processes• Work closely with GTB Engineering, Development, Product Management and Sales Engineering What We’re Looking For• Hands-on technical support, systems engineering or security engineering experience• Strong knowledge of Windows and Linux or UNIX environments• Solid networking knowledge including TCP/IP, DNS, proxies, firewalls and VPNs• Experience with Active Directory and LDAP• Experience troubleshooting enterprise software in complex customer environments• Strong analytical and problem-solving skills• Excellent written and verbal communication skills• Ability to communicate effectively with both technical and non-technical customers• Ability to manage multiple customer issues and priorities• A strong sense of ownership and a can-do approach to solving customer problems Experience That Gets Our Attention• Enterprise Data Loss Prevention experience• GTB DLP, Forcepoint DLP or Broadcom Symantec DLP• Proofpoint or Mimecast• Splunk, Arc Sight or similar SIEM and logging technologies• Endpoint and network security• SaaS and cloud environments• Previous post-sales or pre-sales technical experience• CISSP, CISM, Security+ or other relevant cybersecurity certifications Why GTB?GTB Technologies develops advanced Data Security and Data Loss Prevention solutions used to help organizations protect sensitive data across endpoints, networks, cloud, SaaS and AI environments. We’re looking for people who are technically curious, take ownership, enjoy solving difficult problems, and care about delivering a great customer experience. Interested? Send your resume and a brief introduction starting with 'get the best' explaining why you’re interested in GTB and what you can bring to the team to careers @gttb.com Applicants must currently be authorized to work in the United States. No phone calls or staffing agencies, please. GTB Technologies, Inc. is an equal opportunity employer.20261001lkpst