Security Engineer and Support Team Lead

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Thrive

πŸ“Remote - Worldwide

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

  • 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

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