Your Impact
We are seeking a highly motivated and technically skilled Lead Service Engineer to join our Engineering team. This role is critical in supporting customer onboarding/offboarding, deploying and configuring security infrastructure, and integrating new data sources into our threat detection platform. The ideal candidate will be a self-starter with strong communication skills and a passion for helping customers succeed.
What the Role offers
- Support customer onboarding and offboarding processes.
- Install and configure agents on Linux and Windows systems.
- Deploy and manage cloud collectors and relays.
- Provide L2 Engineering support for endpoint protection.
- Troubleshoot complex issues related to agent deployment, upgrade failures, and console-agent communications.
- Perform root cause analysis (RCA) for recurrent agent or console errors and provide engineering fixes.
- Analyze endpoint logs, JSON telemetry, and policy conflicts to resolve endpoint issues.
- Onboard new data sources into the threat detection product.
- Work closely with North American and European customers to ensure timely and effective support.
- Create and maintain high-quality documentation for internal and customer use.
- Demonstrate initiative in identifying and resolving customer issues.
- Provide technical guidance and mentorship to junior engineers as needed.
What you need to succeed
- Strong understanding of Linux and Windows operating systems.
- Solid grasp of cybersecurity concepts and security operations.
- Experience with SIEM platforms such as ArcSight, Splunk, or similar.
- Proficiency in Python programming.
- Hands-on experience with SOAR platforms and playbook customizations.
- Expertise in writing and optimizing SQL queries.
- Experience with ArcSight administration, including SmartConnector management, parser(regex) customization, and data source onboarding.
- Strong grasp of TCP/IP, DNS, VPN, firewall, and load balancing concepts
- Familiarity with Prometheus, Grafana, or equivalent monitoring stacks.
- Ability to define, collect, and visualize operational metrics to ensure system reliability
- Excellent verbal and written communication skills.
- Ability to write clear, concise, and user-friendly documentation.
- Self-motivated and customer-focused with a proactive approach to problem-solving.
- Certifications in cybersecurity (e.g., CISSP, CEH, Security+).
- Certifications in Kubernetes or hands-on experience managing containerized environments.
- Experience with Kafka, Kubernetes & containerized applications
- Experience working on Global Enterprise Support or Managed Services teams.
- Familiarity with cloud platforms (AWS, Azure, GCP).
- Knowledge of scripting languages beyond Python (e.g., Bash, PowerShell).
What We Offer
- Opportunity to work with cutting-edge cybersecurity technologies.
- Collaborative and inclusive work environment.
- Flexible work hours to support global customers.
- Career growth and learning opportunities.
