Manage Cybereason customers, including both On-Prem and Cloud deployments.Handle customer cases promptly and efficiently, ensuring proper resolution.Escalate cases requiring assistance from management or the R&D team.Utilise technical skills to troubleshoot issues and resolve them independently whenever possible.Ensure customer satisfaction by addressing inquiries and providing comprehensive answers to their questions.Utilise expertise in threat analysis to analyse alerts… Show more Manage Cybereason customers, including both On-Prem and Cloud deployments.Handle customer cases promptly and efficiently, ensuring proper resolution.Escalate cases requiring assistance from management or the R&D team.Utilise technical skills to troubleshoot issues and resolve them independently whenever possible.Ensure customer satisfaction by addressing inquiries and providing comprehensive answers to their questions.Utilise expertise in threat analysis to analyse alerts and offer actionable insights to clients.Facilitate communication between customers and various departments within Cybereason.Generate and deliver reports, including standard and customised reports tailored to customer requests, to assess the health of customer environments and provide crucial security feedback and recommendations.Collaborate with the TAM team to understand their workflows, pain points, and areas for improvement.Design and develop automation solutions to streamline repetitive tasks and processes, enabling TAMs to focus on high-value activities. Show less

Managing a team dedicated to collecting feedback and the build the threat intelligence platform that fits the needs of our analysts and reverser.- Managing the OVH servers and platform used for Threat Detonation and our Platforms- Always ensuring that servers/databases/platforms were up and running, while automating the alerting system to always be aware of any problem.- Assessing the different type of feed to only ingest the highest quality- Writing report and brief… Show more Managing a team dedicated to collecting feedback and the build the threat intelligence platform that fits the needs of our analysts and reverser.- Managing the OVH servers and platform used for Threat Detonation and our Platforms- Always ensuring that servers/databases/platforms were up and running, while automating the alerting system to always be aware of any problem.- Assessing the different type of feed to only ingest the highest quality- Writing report and brief on Threats and weekly active threats.- Providing our analyst with the most interesting threats.- Creating and managing honeypot.- Threat Hunting.- Presenting the Threat Intel project to the different stakeholders of Malwarebytes.- Publication of monthly newsletter about the Threat Intel platforms and recent discovery. Show less

Analysing threat and reporting it to the internal team.- Building feeds system and other internal system to improve the detection of Malwarebytes engine.- Managing a detonation lab to allow the team to reproduce the attack and analyse the threat.- Blue/Red team exercise and managing the AttackIQ platform.- QA on Malwarebytes New protection (Bruteforce Protection).- Replaying Anti-Exploit Bypass to collect the logs and help QA to Reproduce it.

Supported the inside/field sales team, organising product presentation/demonstration.- Implementing proof of concept for customers- Providing technical support for customer testing our solution- Malware Removal Specialist for EMEA, helped many companies to clean infections.- Point of escalation for EMEA SE regarding technical issues.- Created and managed a virtual Lab for the SE team allowing them to troubleshoot issue, conduct QA test on Malwarebytes products… Show more Supported the inside/field sales team, organising product presentation/demonstration.- Implementing proof of concept for customers- Providing technical support for customer testing our solution- Malware Removal Specialist for EMEA, helped many companies to clean infections.- Point of escalation for EMEA SE regarding technical issues.- Created and managed a virtual Lab for the SE team allowing them to troubleshoot issue, conduct QA test on Malwarebytes products, test live malware sample and product demonstration.- Managed, created/maintained the entire content of the internal SE knowledge base. Awarded best SE of EMEA- Onboarded customer, partner and MSP to Malwarebytes solutions- Training of sales team/SDR team- Providing post sales technical support if needed- Worked closely with the Customer success Management/Renewal teams to help enhance the customer retention- Helped overachieve our sales target. (136%) Show less

Responsible for the technical support of the Malwarebytes business software (Endpoint Security, MBBR, Anti-Malware for Business, Anti-Exploit for Business).- Helping the customer with their deployment and configuration.- Dedicated Support Engineer for premium customer, on call 24/7 for severity one issues.- Helping the Business customer when they are infected (Malware Removal Specialist).- Creation of Knowledge base articles.- Helping the sales team with presales request… Show more Responsible for the technical support of the Malwarebytes business software (Endpoint Security, MBBR, Anti-Malware for Business, Anti-Exploit for Business).- Helping the customer with their deployment and configuration.- Dedicated Support Engineer for premium customer, on call 24/7 for severity one issues.- Helping the Business customer when they are infected (Malware Removal Specialist).- Creation of Knowledge base articles.- Helping the sales team with presales request when needed.- Created a small lab for the Cork B2B support Team. Show less

Product Support Champion for Worry Free Business Security Services, Remote Manager, Security for Mac and Mobile Security for Enterprise.- Responsible for maintaining high quality support (always achieving 100% customer satisfaction survey score)- creating Knowledge Base articles, conducting remote support sessions with customers, advising on how to install, configure and use Trend Micro products- Creating V-apps (Virtual Applications) in the Trend Micro Product Cloud to help… Show more Product Support Champion for Worry Free Business Security Services, Remote Manager, Security for Mac and Mobile Security for Enterprise.- Responsible for maintaining high quality support (always achieving 100% customer satisfaction survey score)- creating Knowledge Base articles, conducting remote support sessions with customers, advising on how to install, configure and use Trend Micro products- Creating V-apps (Virtual Applications) in the Trend Micro Product Cloud to help other engineers train, test Trend Micro products and solve customers’ issues.- Management of the mobile devices from the lab environment used for testing purpose, also providing training to my co-workers on the products I was responsible for. Show less

Technical Support for the French market- Providing first time fix solutions to Trend Micro Distributors, Resellers and End customers by phone and email. Solving issues related to the endpoint products, mainly OfficeScan Security, Worry Free Business Security, Hosted Email Security.- Escalating more complex issues to the second level of support- Creation of Knowledge Base articles.

Working in Voxpro for the Google Apps contract.- Responsible for the technical support of Google Apps, escalation, creation of new features request, support of the Control Panel, Email and migration/synchronisation related queries.- Responsible for providing an exceptional customer service as the CSAT’s target is of 95%.

Electronic Arts Game Advisor.- Responsible for the technical support of user’s games and EA applications, game codes and orders. Member of the security team and privacy administrator.- Quality Monitor for the French team, responsible for maintaining an excellent customer service.

Mercedes Benz advisor- Responsible for the technical support of Mercedes applications, user’s accounts and IT formation for the agents- Handling the escalation from the level 1