Job Description

*Responding to support cases from customers regarding security tool-related issues *Providing timely and effective troubleshooting assistance to resolve customer problems *Documenting support cases and solutions for future reference and knowledge sharing *Communicating with customers in a professional and courteous manner, keeping them updated on the status of their cases *Collaborating with cross-functional teams, including senior engineeers and product managers, to escalate and resolve complex issues *Contributing to the development of knowledge base articles and other support resources *Participating in training sessions and workshops to enhance technical skills and product knowledge *Someone with Flexible to work 24/7 Security Platform Operations and willing to work in shifts. *Knowledge on Splunk, Firewall, and any Security tools along with CloudFlare WAF *Knowledge on Cloud Security *Experience working in a technical support or helpdesk role is preferred *Familiarity with enterprise security tools such as SIEM, IDS/IPS, EDR, web application firewall, identity and access management solutions, etc. *Basic understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, etc.) *Proficiency in at least one scripting language (e.g., Python, PowerShell) is a plus