Security Engineer and Support Team Lead
1 week ago
We are seeking a skilled and dedicated Cybersecurity Specialist - Team Leader to elevate our customer support experience. The ideal candidate will have a strong background in troubleshooting security technologies and resolving complex technical issues within a support environment.
About Us
Thrive is a rapidly growing technology solutions provider focusing on Cloud, Cyber Security, Networking, Disaster Recovery, and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus on next-generation services help us stand out amongst our peers.
Position Overview
The successful candidate will lead a team of security engineers in troubleshooting complex technical issues, providing timely solutions, and ensuring customer satisfaction. This role requires hands-on experience with security technologies, a strong customer service orientation, and the ability to foster a collaborative and supportive team environment.
Primary 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
- 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
- Maintain advanced support proficiency in FortiSIEM, Microsoft Sentinel, and Defender XDR, FortiEDR, SentinelOne, Avanan, DNS Filter, and all other Thrive supported security solutions
Required Skills and Qualifications:
- 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
- Excellent communication skills for both technical and non-technical audiences
- Demonstrated understanding of cybersecurity threats and incident response procedures
- Possession of necessary certifications and training in security technologies
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