Security Support Engineer
Job Description
Key Responsibilities
Provide remote corrective and preventive maintenance support on assigned security solutions via emails and remote call sessions.
Perform fulfillment of service requests on assigned SaaS-based security solutions, such as onboarding, setup of custom reports and dashboards
Develop and maintain support documents including instructions to perform patching, version upgrades and other operational tasks related to the assigned security solutions.
Log support cases with the respective vendors, to resolve product issues.This may involve arranging remote call sessions with the vendor support
Respond to enquiries on assigned security solutions, including remediation steps for security vulnerabilities, hardening and checks on applicable CVE by working with vendor support.
Take ownership of the support cases assigned, and follow-up until case closure.
Attend remote calls with Ensign team to update on case status
Share solution knowledge with Ensign team.
Adhere to response time and periodic update time of 1 business day and 2 business days respectively
Requirements
Demonstrated skillsets in one of the following solutions (certifications and/or 2-year experiences in deployment, operations and/or maintenance of the solutions):
Privileged Access Management (PAM) CyberArk, BeyondTrust, Delinea
Content Disarm Reconstruction (CDR) - Votiro
Secure Service Edge (SSE) Zscaler, Palo Alto Prism Access
Data Loss Prevention (DLP) Trellix, Forcepoint, Microsoft Defender / Purview
Strong troubleshooting and analytical skills for resolving issues and delivering updates to stakeholders
Basic project management, customer service and stakeholder management skills
Support hours - 9am to 6pm Indian Time on business days.
On standby adter support hours.Resources should come online to attend to urgent support cases within 3 hours upon notification (via emails and calls)
Job Description
Key Responsibilities
Provide remote corrective and preventive maintenance support on assigned security solutions via emails and remote call sessions.
Perform fulfillment of service requests on assigned SaaS-based security solutions, such as onboarding, setup of custom reports and dashboards
Develop and maintain support documents including instructions to perform patching, version upgrades and other operational tasks related to the assigned security solutions.
Log support cases with the respective vendors, to resolve product issues.This may involve arranging remote call sessions with the vendor support
Respond to enquiries on assigned security solutions, including remediation steps for security vulnerabilities, hardening and checks on applicable CVE by working with vendor support.
Take ownership of the support cases assigned, and follow-up until case closure.
Attend remote calls with Ensign team to update on case status
Share solution knowledge with Ensign team.
Adhere to response time and periodic update time of 1 business day and 2 business days respectively
Requirements
Demonstrated skillsets in one of the following solutions (certifications and/or 2-year experiences in deployment, operations and/or maintenance of the solutions):
Privileged Access Management (PAM) CyberArk, BeyondTrust, Delinea
Content Disarm Reconstruction (CDR) - Votiro
Secure Service Edge (SSE) Zscaler, Palo Alto Prism Access
Data Loss Prevention (DLP) Trellix, Forcepoint, Microsoft Defender / Purview
Strong troubleshooting and analytical skills for resolving issues and delivering updates to stakeholders
Basic project management, customer service and stakeholder management skills
Support hours - 9am to 6pm Indian Time on business days.
On standby adter support hours.Resources should come online to attend to urgent support cases within 3 hours upon notification (via emails and calls)