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 health and perform basic troubleshooting of security devices; notify security engineering as necessary for malfunctioning equipment + Analyze malicious artifacts obtained from network monitoring with a focus on generation of threat intelligence and service improvement + Identify, develop, and implement new detections and mitigations across the services platforms + Communicate and collaborate with the analyst team for situational awareness + Follow detailed processes and procedures to analyze and escalate critical information security incidents; these procedures vary from customer to customer + Apply structured analytical methodologies to maximize threat intelligence growth and service efficacy + Directly contribute to the continued technical enhancement of the services platforms, analysis tradecraft, and development of team skills and expertise + Contribute to the continued evolution of services capabilities and processes

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 external.-Ensure complete resolution of issue(s) in order to prevent customers having to call back.-Assist customers with basic program setup and administrative issues.-Effectively troubleshoot, resolve and properly document support calls and cases.-Work closely with other departments to resolve outstanding issues.-Assist in documenting solutions for our Knowledgebase for training and information purposes.-Perform remote analysis and diagnosis of customer issues and recommend and/or implement corrective solutions.-Assist with identifying, troubleshooting and cleaning of viruses and/or malware within customer's operating environment.-Provide backup phone/case/voicemail support for Technical Support when necessary.-Document and present technical support and/or training material to internal customers - i.e. Customer Care, Sales, etc.-Work closely with the Product Management, Quality Assurance, Research, and Knowledgebase teams to test, investigate, and document all aspects of existing and upcoming products.-Provide virus samples to the appropriate groups for analysis and respond appropriately to the findings.-Provide Root Cause Analysis to identify the cause of malware infections as well as the steps necessary to prevent and/or remediate the issue.-Use advanced product knowledge, advanced script development and internal/external reference materials in order to diagnose and resolve customer support requests via phone, email or remote support session.-Project a positive attitude and be a mentor for other employees.

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 efficiency and customer experienceWork closely with the other departments to resolve outstanding issuesRespond to, and remediate virus infections in the customer’s infrastructure while collecting virus samples and creating documentation of system changes to be provided to the appropriate groups for analysis and respond appropriately to the findingsPerform remote analysis, diagnosis, and resolution of complex desktop problems for customers, and recommend and implement corrective solutionsProvide Forensic Analysis to determine the cause of Malware infiltrations and the steps needed to remediate the issue as neededTroubleshooting, documenting, automating, and resolving support call and case issuesAssist with accurate tracking of customer issues to help with reportingWriting and reviewing articles and documentation for new products and malware infiltrationsProject a positive attitude and be a mentor for other employeesMay be periodically required to be on callField requests for assistance from customers, partners and other employees (both technical and sales)Replicate, test and document reported issuesAssist the QA department with testing released and pre-production softwareContribute to product knowledge base and training documentationConsistently meet and exceed quality improvement goalsMeet and exceed quarterly goals set forth by Customer Care ManagementProvide back up support for Technical Support Level 2 volume when necessary

* 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 resellers * Meets and exceeds customer satisfaction targets