Sr. Techncical Support Engineer

Job description

LevelBlue reduces risk and builds lasting resilience so organizations can innovate and advance their mission with confidence. As the world’s most analyst-recognized and largest pure-play managed security services provider, LevelBlue elevates client outcomes that matter: stronger defense, faster response, and sustained business continuity. LevelBlue combines AI-powered security operations, advanced threat intelligence, and elite human expertise to provide the most comprehensive portfolio of strategic advisory, managed security, offensive security, and incident response services. Location: Remote – Philippines (occasional on site visits in Manila as required) Schedule: US shift Monday - Friday 8am to 5pm CST and US shift Tuesday - Saturday 10am to 7pm CST. Schedule may change over time and can include weekends and night shifts and public holidays You’ll be part of our Global Technical Support group The technical support organization is a global team obsessed with providing excellent support to LevelBlue/Cybereason valued customers, as well as partners and internal stakeholders. Our services include acting as the technical focal point for customers, investigating and analyzing complex technical scenarios and providing innovative solutions for our customers’ needs. In this position you will: • Handle incoming support cases and calls of existing and new customers under defined SLA’s • Find creative, out of the box solutions to unique problems • Diagnose, configure, document, and resolve system and network issues • Collaborate with Product, DevOps and R&D teams to investigate and solve technical product issues • Work closely with the company’s Customer success and Sales teams, as well as our global customers across multiple territories and regions • Maintain a list of known issues, workarounds, and planned fixes in order to contribute to our ever growing knowledge base We are looking for: Must have- • Minimum 3+ years of support experience working on a wide range of security products. • Minimum 1 year relevant experience in AWS, Azure, or GCP Administration • Advanced Proficiency with Linux • Hands-on experience with troubleshooting on Windows environments (client and server) • Hands-on experience with Network and\or Endpoint Security Products • Thorough understanding of network protocols and technologies (TCP/IP, HTTP, Proxies and Load Balancers) • Hands-on experience with Virtualization technologies such as VMWare and Hyper-V • Strong troubleshooting and problem solving skills - must have technical understanding and troubleshooting experience in Security Products and Linux or Windows environments • Familiarity with bug submission and escalation processes • Proven experience in case management and issue tracking • Strong English communications skills - written and verbal • Team Player with collaborative work style - A Must! • Naturally curious and excited to learn new technologies • Service oriented approach with strong client-focused skills, able to process and explain technical information in various levels Nice to have- • 1-2 years relevant work experience in the XDR/SIEM security domain. • Working knowledge of big data platforms such as Databricks, Oracle, Clickhouse, or Cribl • Proven experience with Bash and Python • Experience with databases • Experience with Jenkins, Ansible and Puppet • Practical knowledge and hands-on experience in Offensive Security Education: • A Bachelor’s degree in Computer Science, Information Technology or equivalent. This role is open to candidates legally authorized to work in the Philippines. At LevelBlue, including teams that previously operated as Trustwave, we support flexible work and bring people together in person for key moments based on role, team, and business needs. LevelBlue is committed to a culture of respect, inclusion, and equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other status protected under applicable law. To all agencies: Please do not contact LevelBlue employees outside of the Talent Acquisition team. LevelBlue’s policy is to only accept resumes from agencies through its approved agency process and with a valid agreement in place. Any resume submitted outside this process will be considered the property of LevelBlue, and no fee will be paid if a candidate is hired from such a submission. #LI-AT1