Your Mission
As part of our Managed Detection and Response department, your mission will be to help us provide best-in-class services to our clients as they run. By accompanying the client with the management of their security devices, and by continuously improving our processes and operations capabilities, you will be helping make the customers life more secure.
If you:
- Are passionate about cybersecurity and are constantly developing your knowledge
- Are eager to learn and to manage state of the art security technologies
- Are at ease in a fast-paced environment and able to get out of your comfort zone
- Enjoy actively contributing to improving the services offered to clients
- Are motivated by working directly with customers
This position could be for you.
Your Responsibilities will be to:
- Serve as the first escalation point of our Tier 1 engineers for our operational team to help resolve complex device health issues
- Help manage the configuration and monitor the health of customer’s security devices. You will do this by responding to and resolving, in a timely manner, client’s requests such as service requests, change requests or operational incidents
- Update security devices according to service roadmap and guidance from the Platform engineering group
- Participate in the effort of building and maintaining Standard Operations Procedures to manage security devices or to empower Tier 1 engineers
- Follow vendors’ roadmaps to: understand platform’s new features, identify synergies with our service, participate in the upgrade strategy definition for customer’s devices and ensure the proper roll out in collaboration with Platform Engineers
- Build up and maintain an in-depth knowledge of our products and services portfolio
- Periodical on-call duties for device management escalations
This role involves:
- Understanding the business and environment of our customers
- Frequent contacts with customers at both technical and managerial levels
- Internal transver