Skyhigh Web Proxy

Skyhigh Web Proxy & Cisco Umbrella

Job Summary

We are seeking a motivated and skilled L2 Support Engineer with expertise in Skyhigh Web Proxy and Cisco Umbrella technologies to join our dynamic IT Security team. In this role, you will be responsible for providing technical support, troubleshooting, and resolving issues related to web proxy solutions and cloud security services. You will work closely with other teams to ensure the smooth and secure operation of our organization's web access and security infrastructure.

Key Responsibilities

Skyhigh Web Proxy Support:

Provide technical support for Skyhigh Web Proxy, including configuration, troubleshooting, and issue resolution.

Monitor and manage the performance of web proxy systems to ensure optimal functionality.

Assist in the deployment and maintenance of Skyhigh Web Proxy across the organization.

Perform root cause analysis for reported issues and work on long-term fixes.

Collaborate with other IT teams to ensure seamless integration with other network security technologies.

Cisco Umbrella Support:

Administer and support Cisco Umbrella for DNS-layer security, web filtering, and cloud-based threat intelligence.

Monitor Umbrella dashboards, investigate alerts, and resolve issues related to security incidents, policy violations, or service disruptions.

Manage and update DNS policies, security configurations, and Umbrella settings to ensure alignment with organizational security requirements.

Provide support for Umbrella integrations with other security tools (e.g., SIEM, EDR) and troubleshooting of any related issues.

Incident Management:

Respond promptly to escalated support tickets related to Skyhigh Web Proxy and Cisco Umbrella, ensuring high levels of customer satisfaction.

Troubleshoot and resolve technical issues, providing detailed root cause analysis and resolution documentation.

Work with L3 engineers to escalate and resolve complex issues when necessary.

Collaboration & Documentation:

Document and maintain detailed records of all support activities, including troubleshooting steps, resolutions, and technical guides.

Participate in team meetings to discuss ongoing issues, share knowledge, and improve processes.

Collaborate with cross-functional teams (Network, Security Operations, etc.) to improve overall network security posture.

System Optimization:

Identify opportunities for improving the efficiency and effectiveness of Skyhigh Web Proxy and Cisco Umbrella configurations.

Suggest and implement improvements or optimizations to current configurations or setups.

Required Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

4+ years of experience in L2 support or network security, specifically with web proxy solutions and cloud security technologies.

Skyhigh Web Proxy and Cisco Umbrella platforms.

Experience with web filtering, DNS security, and cloud-based security solutions.

Familiarity with network protocols (TCP/IP, DNS, HTTP/HTTPS) and security concepts.

Good troubleshooting skills, with a methodical approach to diagnosing issues.

Experience working with SIEM systems, firewalls, and endpoint security tools is a plus.

Ability to manage and prioritize multiple tasks in a fast-paced environment.

Strong communication skills and the ability to work well in a team setting.

Preferred Skills

Experience with other network security tools like Zscaler, Palo Alto, Fortinet, etc.(add on advantage)

Familiarity with cloud security frameworks and SaaS application security best practices.