Key Responsibilities:

• Responding to support cases from customers regarding security tool-related issues
• Providing timely and effective troubleshooting assistance to resolve customer problems
• Documenting support cases and solutions for future reference and knowledge sharing
• Communicating with customers in a professional and courteous manner, keeping them updated on the status of their cases
• Collaborating with cross-functional teams, including senior engineeers and product managers, to escalate and resolve complex issues
• Contributing to the development of knowledge base articles and other support resources
• Participating in training sessions and workshops to enhance technical skills and product knowledge
• Maintaining up-to-date knowledge of industry trends and best practices in security operations

What You Should Bring:

• 2-4 years of experience with Cyber and Software Engineering Experience
• Bachelor’s degree in computer science, Information Technology, Information Security, or related field (or equivalent experience)
• Knowledge on Splunk, Firewall, and any Security tools along with CloudFlare WAF
• Knowledge on Cloud Security
• Experience working in a technical support or helpdesk role is preferred
• Familiarity with enterprise security tools such as SIEM, IDS/IPS, EDR, web application firewall, identity and access management solutions, etc.
• Basic understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, etc.)
• Proficiency in at least one scripting language (e.g., Python, PowerShell) is a plus
• Certifications such as CompTIA Security+, CISSP, CCSP or GIAC are advantageous but not required
• Ability to prioritize and manage multiple tasks simultaneously
• Strong problem-solving skills and a methodical approach to troubleshooting
• Adaptability and willingness to learn new technologies and processes
  • Commitment to providing exceptional customer service and support