Customer Support Analysts

Join to apply for the Customer Support Analyst role at GTB Technologies Inc

Location:

USA - West Palm Beach, FL / Remote

Are you passionate about cybersecurity and dedicated to providing exceptional customer service? Join our team as a Customer Support Analyst and be at the forefront of protecting our clients from evolving threats. In this role, you will support customers through security issues, deliver insightful guidance, and ensure the highest level of protection for their digital environments. If you thrive in a fast‑paced, dynamic environment and are eager to make a real impact, we want to hear from you!

• Incident Response and Troubleshooting:
  • Act as the first point of contact for customer‑reported cybersecurity incidents, providing timely and effective support to resolve issues.
  • Investigate and analyze security incidents, such as data breaches, malware infections, and unauthorized access, to identify the root cause and implement corrective actions.
• Customer Support and Communication:
  • Provide clear, concise, and professional support to customers via phone, email, and chat, addressing their cybersecurity concerns and inquiries.
  • Communicate technical information to non‑technical customers in an understandable manner, ensuring they are informed and reassured throughout the support process.
• Threat Analysis and Reporting:
  • Monitor and analyze security alerts and logs to identify potential threats and vulnerabilities affecting customer environments.
  • Prepare detailed incident reports and summaries, including analysis of the impact, actions taken, and recommendations for preventing future occurrences.
• Configuration and Implementation Support:
  • Assist customers with the configuration and deployment of cybersecurity solutions, ensuring proper setup and integration with existing systems.
  • Provide guidance on best practices for securing customer environments and implementing effective security controls.
• Knowledge Base Management:
  • Develop and maintain a knowledge base of common issues, solutions, and best practices to support efficient and effective customer support.
  • Contribute to the creation of technical documentation, FAQs, and troubleshooting guides to assist both customers and internal support teams.
• Customer Training and
  
  Education:
  • Conduct training sessions and webinars for customers on cybersecurity topics, including how to use security products effectively and stay protected against common threats.
  • Create educational materials and resources to help customers understand and implement cybersecurity best practices.
• Collaboration with Internal Teams:
  • Work closely with the cybersecurity engineering and product teams to stay updated on the latest product features, updates, and security vulnerabilities.
  • Collaborate with other support team members to share knowledge, elevate complex issues, and ensure a cohesive approach to customer support.
• Continuous Improvement:
  • Analyze trends in customer issues and feedback to identify areas for improvement in products, services, and support processes.
  • Participate in post‑incident reviews and contribute to the development of strategies to enhance the overall customer support experience and incident response capabilities.
• Compliance and Security Best Practices:
  • Ensure that all customer interactions and incident resolutions comply with relevant regulatory requirements and internal security policies.
  • Stay informed about current cybersecurity threats, vulnerabilities, and best practices to provide up‑to‑date and effective support.
• Additional duties as assigned.

• Proficiency in security technologies, including firewalls, email encryption such as Proofpoint, Mimecast, Zix and Enterprise DLP such as GTB DLP, Forcepoint, Broadcom – Symantec DLP, and a general networking background;
• Proficiency in fielding and resolving customer and business data owner requests;
• Proficiency in defending and/or preventing attacks utilizing security technologies, including web application firewalls, anti‑DDoS technologies, advanced Enterprise DLP tools, advanced anti‑malware solutions and network forensics and visibility solutions;
• Information Systems architecture and…