L2 Technical Support Specialist

2 weeks ago

Columbia, South Carolina, United States Varonis Full time

Position Title: Technical Support Engineer – L2

Are you prepared to contribute to a dynamic organization that excels in the cybersecurity sector?

Varonis is a premier company dedicated to a clear objective: safeguarding sensitive data.

Our SaaS solutions assist businesses in addressing significant challenges today—data protection and management. As the volume of data within organizations increases, so does the demand for Varonis solutions. This is where your expertise becomes essential—our technical roles are vital in advancing our products daily, as our teams consist of specialists in the cybersecurity field.

We are a rapidly growing company seeking collaborative individuals who are intelligent, motivated, and eager to make a difference.

If you possess a growth-oriented mindset, are keen on advancing your career in technology, and wish to collaborate with exceptional colleagues, we encourage you to consider this opportunity.

Job Overview:

As a Level 2 Technical Support Engineer, you will play a crucial role in assisting our clients in maximizing the use of the Varonis product suite.

You will join a team of Technical Support Engineers committed to delivering top-tier technical customer assistance. Your responsibilities will include researching, replicating, and resolving technical challenges using various knowledge resources, including the Knowledge Base.

This role transcends typical support functions. As part of an advanced support operation, you will provide specialized technical services. Your interactions will be with Security Administrators, System Administrators, Network Administrators, Storage Administrators, Chief Information Security Officers, Exchange Administrators, and business leaders. We seek individuals who have practical experience and can effectively communicate technical concepts.

Key Responsibilities:

  • Deliver specialized technical services while maintaining a foundational understanding of the Varonis Architecture.
  • Provide support for the company's intricate products on customer systems remotely.
  • Independently diagnose and resolve complex technical issues related to the customer's environment by analyzing product and systemic challenges—such as Active Directory, Windows file servers, Exchange, SharePoint, and Storage systems.
  • Proactively identify critical failure points, escalate urgent issues, and raise necessary flags.
  • Utilize various knowledge resources and contribute to the Knowledge Base by documenting and/or publishing relevant findings from your technical investigations.

Qualifications:

  • Minimum of 2-3 years of experience in System Administration or Technical Support (2nd/3rd tier) or a similar role.
  • Experience in supporting SaaS solutions, with familiarity in hybrid environments (SaaS + Self Hosted) being advantageous.
  • Demonstrated exceptional communication skills with customers and partners.
  • Strong oral and written communication skills to translate complex network and server-related issues into understandable concepts for clients.
  • Maintain a professional demeanor and demonstrate a willingness to contribute at all levels.
  • Exhibit strong organizational skills, attention to detail, and the ability to multitask, meet deadlines, and prioritize effectively.
  • Ability to navigate issues and complete projects; perform thorough research, analysis, and troubleshooting; and resolve critical problems logically over extended periods.
  • Willingness to exceed expectations to fulfill SLAs and customer commitments.
  • Demonstrable understanding of network connectivity.
  • Solid understanding of Active Directory, Windows Servers, and Services.
  • Experience with Internet Security and Networking Technologies such as TCP/IP, HTTP, Load balancers, Proxies, and Firewalls.

Preferred Qualifications:

  • Experience with storage devices (NetApp, EMC, Isilon).
  • Familiarity with Microsoft on-premises and cloud offerings (SharePoint, Exchange, OneDrive).
  • Bachelor's Degree in Computer Science or Information Technology.
  • Certifications such as Network+, Security+, MCSE, MCP are a plus.

Varonis is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

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