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. LevelBlue is seeking a Sr. Technical Support Engineer to join our Cybersecurity Support Organization in the Philippines. In this customer-facing role, you will help protect and support complex enterprise environments by solving challenging technical issues across cloud, virtualization, networking, and security technologies. This is an opportunity for a curious, analytical, and service-driven engineer to make a measurable impact for customers while growing with a collaborative cybersecurity team. Role Summary As a Technical Support Engineer, you will own technical issues from intake through resolution, partnering with customers and internal teams to diagnose, troubleshoot, document, and resolve incidents. You will support environments that may include VMware, Hyper-V, Azure, AWS, Google Cloud, SIEM, EDR, XDR, Vulnerability Management, and Email Security solutions. What You Will Do • Diagnose issues across cloud, virtualization, networking, endpoint, server, and cybersecurity technologies. • Provide support through phone, email, screen sharing, customer portals, and scheduled working sessions. • Deliver timely, technically accurate updates that clearly communicate progress, risks, next steps, and expected outcomes. • Perform root cause analysis, document findings, and identify opportunities to prevent recurring issues. • Collaborate with Engineering, Sales Engineering, Account Management, Operations, and other teams to resolve escalations and improve customer experience. • Create and maintain internal and customer-facing knowledge base articles, troubleshooting guides, and support procedures. • Manage high-impact or high-urgency situations with professionalism, ownership, and sound technical judgment. • Use support data, recurring case themes, and customer feedback to recommend processes, products, and documentation improvements. Technical Responsibilities • Troubleshoot networking and cloud-deployed applications across enterprise customer environments. • Deploy, configure, and troubleshoot virtual machines in Hyper-V and/or VMware ESX/ESXi environments. • Apply strong working knowledge of TCP/IP, DNS, routing, switching, firewalls, proxies, NAT, and port behavior. • Analyze logs, alerts, error messages, and system behavior to isolate root cause and recommend corrective action. • Support Windows and Linux operating system fundamentals, including common troubleshooting workflows. • Investigate Java-related errors and application-level issues where applicable. • Use Jira, Confluence, ServiceNow, and Salesforce to document issues, procedures, incidents, customer updates, and escalation details. • Participate confidently in live troubleshooting sessions with customers and partners. Tools and Platforms You May Use • Salesforce and ServiceNow • Jira, Confluence, and the Atlassian suite • Microsoft Teams and Slack • Grafana and related monitoring or observability tools Basic Qualifications • Associate degree, or relevant Certifications in Cybersecurity or Computer Science. • Minimum 3–5 years with experience troubleshooting technical issues involving Linux administration, Windows fundamentals, networking fundamentals, log analysis, SIEM concepts, and cloud environments such as AWS and Azure. • Experience supporting SaaS, cybersecurity, infrastructure, or enterprise technology solutions in a professional support environment. • Ability to communicate complex technical information clearly to customers and internal stakeholders with varying levels of technical depth. • Strong ownership, organization, time management, and attention to detail in a fast-paced support environment. • Ability to work independently, follow established procedures, manage competing priorities, and know when to escalate. Preferred Qualifications • Bachelor’s degree, Equivalent Advance Certifications in IT and Cybersecurity • Five or more years of hands-on experience with one or more major cloud platforms, such as AWS, Google Cloud, or Azure, with exposure to preferred additional platforms. • Five or more years of Linux troubleshooting experience. • Experience supporting enterprise-class customers, including customers with regulated environments such as SOC 2, PCI, or HIPAA. • Experience with endpoint, server-based, SIEM, EDR, XDR, Vulnerability Management, or Email Security solutions. • Relevant certifications such as CISSP, CompTIA Network+, Cisco certifications, cloud certifications, or equivalent practical experience. What Success Looks Like The strongest candidate will combine technical curiosity, disciplined troubleshooting, and a genuine commitment to customer success. They will work well across teams, communicate clearly under pressure, and treat each case with urgency, ownership, and professionalism. If you enjoy solving difficult problems, earning customer trust, and working with modern cybersecurity technologies, we encourage you to apply—even if your experience does not match every preferred qualification. Education: • A high school diploma or equivalent is required; a college or university degree is a plus. 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 #LI-Remote