Security Engineer and Support Team Lead
Thrive
πRemote - Worldwide
Please let Thrive know you found this job on JobsCollider. Thanks! π
Job highlights
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
- Bachelorβs 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
Share this job:
Disclaimer: Please check that the job is real before you apply. Applying might take you to another website that we don't own. Please be aware that any actions taken during the application process are solely your responsibility, and we bear no responsibility for any outcomes.
Similar Remote Jobs
- πWorldwide
- πBrazil
- πAustria
- πUnited States
- π°$175k-$190kπWorldwide
- πPoland
- π°$200k-$260kπUnited States
- π°$120k-$175kπUnited States, Canada
Please let Thrive know you found this job on JobsCollider. Thanks! π