Security Operations Engineer- Product Supportability
About The Position
Support Operations Address escalated customer incidents ensuring quick resolutions and customer satisfaction Create and improve helpdesk Standard Operating Procedure (SOPs) and Troubleshooting Guides (TSGs) for our support agents Drive Root Cause Analysis (RCA) and remediation plans for product or service issues Monitor customer incidents and helpdesk performance to ensure timely resolutions and a world-class customer experience Product Supportability Act as the bridge between customer experience and engineering excellence to align business, operational and technical needs across the team Partner with Product Engineering to define and develop product improvements to address common customer pain points Identify, drive and support opportunities for investment in automation, effort reduction, and AI to improve supportability Act as a SME across our SPA Secure Device product portfolio, effectively communicating customer requirements to both technical and non-technical audiences
Requirements
- Bachelor's Degree in Statistics, Mathematics, Computer Science, Risk Management, Cyber Security, or related field AND 3+ years' experience in software development lifecycle, large scale computing, technical support, customer experience or site reliability engineering (enterprise experience) OR equivalent experience
- 2+ years' experience in hardware, cloud, or other cybersecurity experience
- 2+ years' experience in customer experience or support
- 2+ years' experience in cloud environments (e.g. Azure)
- 1+ years' experience troubleshooting technical issues in Windows, Azure, networking, or Identity & access management
- 1+ years' experience in Incident or Livesite management
- 1+ years' experience in data management and analytics (PowerBI, SQL, Kusto)
- Prior experience leading or contributing to a large-scale, enterprise product or service
- 2+ years' experience translating customer feedback and support insights into product enhancements or features
- Prior experience in customer support and helpdesk management
- Proven track record of customer obsession, cross-functional collaboration, and strong communication
Responsibilities
- Address escalated customer incidents ensuring quick resolutions and customer satisfaction
- Create and improve helpdesk Standard Operating Procedure (SOPs) and Troubleshooting Guides (TSGs) for our support agents
- Drive Root Cause Analysis (RCA) and remediation plans for product or service issues
- Monitor customer incidents and helpdesk performance to ensure timely resolutions and a world-class customer experience
- Act as the bridge between customer experience and engineering excellence to align business, operational and technical needs across the team
- Partner with Product Engineering to define and develop product improvements to address common customer pain points
- Identify, drive and support opportunities for investment in automation, effort reduction, and AI to improve supportability
- Act as a SME across our SPA Secure Device product portfolio, effectively communicating customer requirements to both technical and non-technical audiences
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
5,001-10,000 employees
