Security Remote Technical Support Engineer (L2)
Core
Provide second-level remote technical support for enterprise security technologies, investigating incidents, identifying root causes, and coordinating resolutions to restore services.
Role type
L2 Security Technical Support Engineer (via careerplan.io/jobs/fca37dd6-828e-4fd5-bbc9-ae1adda79a39-security-remote-technical-support-engineer-l2-at-jobgether)
Builds
Service stability and incident resolution for enterprise security environments
Domain
Cybersecurity / Network Security
Deliverable
client delivery
Required skills
Incident diagnosis and troubleshooting, Root cause analysis, SLA management, Technical documentation, Vendor coordination, Security environment monitoring, Configuration management, Proactive problem identification, Clear technical communication, Stakeholder management
Preferred skills
CCNP, JNCIP, ACCP, PCNSP, CCSP, Cisco, Juniper, Check Point, Palo Alto, Fortinet, Aruba, BlueCoat, Zscaler, Microsoft, ARC, AudioCodes, PeterConnects, Sonus
Responsibilities
Prioritize, diagnose, and resolve client incidents for security technologies; Use service assurance tools to analyze performance data and implement remedies; Monitor service delivery against SLAs and recommend improvements; Escalate complex incidents and coordinate with engineering teams and vendors; Maintain accurate incident records and knowledge articles; Perform proactive maintenance to identify potential service-impacting conditions; Communicate incident status and resolution progress to customers and stakeholders.
Seniority
Mid-level, hands-on IC