Support Engineer II

Minuteman Security Technologies • Saco, ME

1d

About The Position

The Support Engineer II provides advanced technical support for security products and services, focusing on troubleshooting, incident management, and customer support for medium-to-complex security problems. The role works independently and with other teams to resolve issues and help ensure security infrastructure operates optimally.

The position also emphasizes customer service, teamwork, learning the company’s solutions, and adapting to varied projects. Other job-related duties may be assigned. Duties and responsibilities may be modified to reasonably accommodate individuals with disabilities.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related field, or equivalent experience.
• Prior experience in IT support, preferably in a security-focused role.
• Strong experience with security technologies such as firewalls, VPNs, endpoint protection, and intrusion detection/prevention systems.
• Solid understanding of cybersecurity principles and best practices.
• Experience with SIEM tools, threat detection, and incident response.
• Strong multitasking, troubleshooting, and communication skills.
• Positive attitude, creativity, and a sense of humor.

Nice To Haves

• Familiarity with security compliance regulations such as PCI-DSS, GDPR, and HIPAA.
• Certifications such as CompTIA Security+, Certified Information Systems Security Professional (CISSP), or Certified Ethical Hacker (CEH).

Responsibilities

• Provide tier-2 support for security-related issues, troubleshooting and resolving moderately complex problems.
• Coordinate with other engineering teams to resolve security incidents.
• Perform root cause analysis for recurring technical problems.
• Document resolutions and create customer knowledge base articles.
• Assist with implementation and deployment of security tools or updates.
• Mentor junior support engineers and provide training on security technologies.
• Communicate with customers and keep them informed about issue-resolution progress.
• Focus on excellence in interactions with clients and represent the company to customers.
• Work closely with sales, management, and operations teams to serve customers.
• Perform other job-related duties as assigned.

Benefits

• Health coverage
• Paid holidays
• Other benefits may be available
• May be eligible for commission in addition to base salary

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level