Anomali is hiring a

Customer Support Specialist

Belfast, United Kingdom
Full-Time

Company Description:
Anomali delivers earlier detection and identification of adversaries in your organization’s network by making it possible to correlate tens of millions of threat indicators against your real time network activity logs and up to a year or more of forensic log data. Anomali’s approach enables detection at every point along the kill chain, making it possible to mitigate threats before any material damage to your organization has occurred.

Job Description:
Responsibilities:
o Complete understanding of the Anomali products.
o Triage and Respond to customer support requests (email, phone, web-portal) as 1st Tier.
o Proper ticket escalation routing.
o Develop FAQs, HOW-TOs, and other support documentation.
o Understand customer level of adoption of the Anomali products/services by performing Customer Success Evaluations/Surveys.
o Acquire complete command of Anomali products (TS6, ThreatStream Link, Integrations).
o Work with the customers to ensure they are leveraging the solution and achieving success.

Qualifications
Required Skills/Experience:
o B.S. or B.A. College Degree. 
o Strong project management skills.
o Strong Application / Operating System / Networking troubleshooting skills. 
o Strong verbal and written communication skills.
o Strong technical background and ability to work with engineers, developers and end users.
o Knowledge of enterprise level businesses and inner IT workings.
o Experience with 1 of the following required: Splunk, IBM QRadar, McAfee Nitro, Arcsight, and Hadoop.
o A proficiency or subject matter expertise in designing, implementing, consulting security enterprise class software.
o Hand-on’s with firewalls, IDS/IPS, and SIEM.

Technical Skills:
o Microsoft Windows Server 2003/2008/2012, Mac OS X, Linux (Red Hat, CentOS, Fedora, Ubuntu or Debian).
o Building, using and maintaining virtual machines (VMWare ESX), TCP/IP Networking (including troubleshooting).
o Experience in support ticket management.

Bonus Skills/Experience:
o Experience in general Security knowledge, account management, or sales engineering.

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