Security Engineer and Support Team Lead

Summary

Join Thrive, a rapidly growing technology solutions provider, as a Security Engineer Support Team Lead. Lead a team of security engineers, troubleshooting complex technical issues and ensuring customer satisfaction. You will provide strategic direction, mentor team members, and develop support processes. This role requires hands-on experience with security technologies, strong customer service, and collaboration skills. The ideal candidate possesses a strong background in troubleshooting security technologies and resolving complex technical issues. You will also be responsible for maintaining advanced support proficiency in various security solutions and developing client-facing reports.

Requirements

• Bachelor’s Degree in Cybersecurity or related discipline preferred, or equivalent combination of education, certifications, and relevant work experience
• 3+ years of experience in a security support role
• Strong background in troubleshooting security technologies and resolving complex technical issues within a support environment
• Proven experience with Microsoft Sentinel and Defender XDR products, with a focus on utilizing these tools for diagnostic analysis and customer support
• Extensive experience in supporting and troubleshooting Endpoint Detection and Response (EDR) solutions
• Strong understanding of API security protocols and measures, and the ability to assist customers with related security challenges
• Ability to analyze customer-reported issues, security logs, and other relevant data to effectively diagnose and resolve complex problems and make informed decisions
• Proficiency in developing and automating client-facing reports
• Excellent communication skills for both technical and non-technical audiences
• Demonstrated understanding of cybersecurity threats and incident response procedures
• Knowledge of risk assessment tools, technologies, and methods, and their relevance to customer security postures
• Passion for cybersecurity, customer service, and continuous learning
• Must be able to work effectively in a team environment, collaborate closely with colleagues, and build strong relationships with customers

Responsibilities

• Serve as the primary escalation point for security engineers, providing guidance, expertise, and timely resolution for complex or critical support issues
• Provide strategic direction and leadership to the security engineering team, fostering a collaborative and high-performing environment
• Provide leadership and guidance to the security engineering support team, fostering a collaborative and supportive environment focused on excellent customer service and efficient issue resolution
• Lead the development, updating, and implementation of support processes and procedures for our security tools, ensuring timely and effective resolution of customer issues
• Oversee the triage, prioritization, and escalation of support tickets, ensuring adherence to established service level agreements (SLAs) and customer expectations
• Actively mentor and coach team members, enhancing their technical skills, problem-solving abilities, and innovative approaches to security monitoring methodologies
• Champion the creation and ongoing maintenance of comprehensive knowledge base articles and documentation to empower the support team and with self-service resources
• Maintain advanced support proficiency in FortiSIEM, Microsoft Sentinel and Defender XDR, FortiEDR, SentinelOne, Avanan, DNS Filter and all other Thrive supported security solutions
• Develop, maintain, and automate client-facing reports using existing security tools, including automated uploads to the ServiceNow client portal
• Stay abreast of security events and techniques to keep our clients aware of new threats and attack techniques
• Other duties as required