Job Description:

As a Technical Support lead, you will play a crucial role in our company. Your responsibilities will
include, but are not limited to:

• Monitor and triage support ticket queues in Jira by working closely and efficiently with
  customers and our engineering team to troubleshoot, resolve, and escalate tickets as
  needed.
• Provide technical support and consultation to customers to help them build, maintain,
  and upgrade their endpoint security capabilities using AppGuard products and solutions.
• Train customers in the deployment and continued use of our products. This includes
  troubleshooting any system errors; and making technical or policy driven improvements
  on the products based on customer feedback.
• Attend industry conferences and customer meetings as needed, establishing and
  maintaining positive relationships within the industry.
• Capture customer success stories to help the marketing team create case studies,
  marketing collateral, and blogs.
• Quickly learn new security product features, developing a knowledge base of product
  configurations driven by the customer deployment experience.
• Liaise with the product development team in handling customer issues leveraging strong
  communication and technical writing skills to capture customer feedback and use cases.

Qualifications:

• Bachelor’s degree in technical field or extensive experience and/or certifications.
• Previous experience in similar role focused on endpoint security and network security.
• Experience working with Windows, Windows Servers, Familiarity with Active Directory.
• Experience in MS SQL Server, IIS, and Network Infrastructure.
• Experience in scripting batch, PowerShell, Microsoft SQL, or other standard scripting languages
  used for automating tasks.
• Experience in Atlassian (Jira and Confluence) or similar ticketing and tracking systems.
• Strong organizational and multitasking skills.
• Excellent communication skills, both written and verbal.
• Attention to detail and a high level of accuracy.
• Ability to work independently and as part of a team.
• Flexibility to work varying working hours as needed.

Desired Qualifications

• Have prior experience with Endpoint Protection products
• Familiarity with Penetrating Testing
• Pre-sales demos experience
• Ability to create demo videos for pre-sales and customer presentations
• Degree in Computer Science with Cybersecurity elective or focus
• Experience in AWS or Azure platforms

Company Overview:

AppGuard, Inc., a Blue Planet-Works company, provides endpoint protection software that
blocks zero-day malware in real-time. We are currently seeking an experienced professional to
join our team as a Full-Time Technical Support specialist to provide product support for our
managed service providers. If you are qualified, passionate about endpoint security, and thrive
in a dynamic work environment, we would love to hear from you. This is a remote position with
a flexible schedule.

How to Apply:

If you are interested in this Technical Support position and meet the qualifications outlined
above, please submit your resume along with a cover letter detailing your relevant experience
and availability to jobs@appguard.us. We will review applications on a rolling basis.
AppGuard is an equal opportunity employer. We celebrate diversity and are committed to
creating an inclusive environment for all employees.

AppGuard, Inc.
www.appguard.us
7918 Jones Branch Drive 4th Floor, Mclean, VA, 22102
Email: jobs@appguard.us