Senior Support Engineer - Security

Job description

Manage the intake, triage, and resolution of client support tickets.

Communicate directly with customers, setting expectations and providing updates until resolution.

Perform maintenance tasks triggered by tickets - configuration changes, troubleshooting, remediation.

Participate in scheduled maintenance activities with Service Delivery Engineers.

Execute standardized client offboarding steps and escalate exceptions as needed.

Follow playbooks and runbooks, while providing feedback to leadership to improve processes.

Skills & Ability

Previous experience in technical support, systems administration, or service delivery.

Strong troubleshooting skills across operating systems, networking, or security technologies.

Clear written and verbal communication skills.

Ability to work effectively across global teams and time zones.

Knowledge & Experience

Bachelors degree in Information Technology , Computer Science, or a related field.

Familiarity with security operations, endpoint management, or cloud environments.

Experience with ticketing systems and ITIL based processes.

Exposure to offboarding or decommissioning processes in a service provider context.