April 11, 2019

Threat Customer Service Engineer

  • Handle threat related escalations from technical support teams (Ex. CoE, MB, SB)
  • Coordinate proactive threat related activities o Monitor cases received by the team for any high severity or high impact malware o Update regional reports on the current or high impact threat activity from received cases o Disseminate threat or core technology related information to the rest of Support team
  • Understand region's threat training needs and conduct threat training as needed
  • Assist with set up and maintenance of local malware sourcing systems
  • Test TM Product’s effectiveness against emerging threats
  • Documents processes and best practices related to threat processing
  • Provide feedback for improvement of threat systems
  • Help operate Threat Monitoring Services and maintain associated systems.
  • Interacts with product development team and Service Engineering Group in identifying and resolving threat gaps
  • Provides email, phone and remote control support; has day or night shift assignments
  • Provides customer onsite support (after approval) and ready for immediate travel when needed
Desired Experience and Skills
  • Minimum three years network administration and IT Security experience
  • Experience and knowledge in two or more of the following areas: Security Policy Development, Intrusion Detection, Threat Analysis, Virus Control, Network Security, Operating System Security, Internet Security
  • Knowledgeable in Forensic software applications (e.g. EnCase, FTK, Helix, Cellebrite, XRY, etc.)
  • Microsoft Certified for Windows 2008/2012 or Linux/Solaris Certified Administrator are an advantage; Security Certifications is a PLUS! (ex. SCSA/SCNA, RHCE, CLA/CLP, CISSP, etc.)
  • Hands-on experience in Internet/Networking environments, client/server applications and Help Desk Support is an advantage
  • Working knowledge in any of the following Applications: SendMail, MS Exchange Server, Lotus Notes, MS Proxy, ISA, Firewalls (Checkpoint), TCP/IP, WAN, VPN, FTP, HTTP and SMTP Protocol
  • Ability to effectively assist/guide customer onsite, online and via telephone
  • Knowledge in software test automation or experience in software test tools development is a PLUS!
  • Have a good command of the English language (written and oral)
  • Quick learner with desire to learn new tools and techniques
  • Able to manage multiple complicated assignments simultaneously o Self-motivated and a team player o Able to work independently o Passionate interest in IT and possess initiative to keep up with current IT trends o Enjoys working in a challenging environment
  • Knowledge in software test automation or experience in software test tools development is a PLUS!
  • Possess at least a Bachelor's Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent work experience