Ryan Heng Email & Phone Number

San Diego, CA, United States

Responsibilities: + Monitoring client networks for signs of adversarial activity + Respond to alerts from various monitoring systems and platforms + Triage potentially malicious events to determine severity and criticality of the event + Analyze network traffic using a variety of analysis tools in support of service objectives + Monitor security appliance.

Greater San Diego Area

-Answer and address all incoming support calls from customers; both internal and external.-Answer and address incoming web chats, emails and voicemails from customers. -Take ownership of each issue assigned and effectively bring it to resolution or escalation.-Own and follow through on all requests for support from customers; both internal and.

Greater San Diego Area

Provide 3rd level software support to the customer and assist in resolving any non-standard anti-virus issue by identifying application conflictsHave the ability to lead in a group setting, provide guidance to other levels of supportcoordinate with the Level 3 Supervisor to propose, improve and create work flows and procedures geared towards improving.

* Fields email and phone requests for technical product support from customer/users and resellers of ESET security software * Provides support to sales force and sales engineers * Assists with product testing, troubleshoots and replicates issues * Contributes to knowledge base and technical product documentation * Performs training of users, customers, and.