Triage internal and external escalations related to security efficacy, coverage, scoring, listing, and reputation determinations made by our security systems.
Provide third tier response to intrusion prevention, anti-virus, email and web security issues escalated from customer support and other customer-facing teams.
Answer emails in ticketing queues and respond to alerts generated by monitoring systems.
Contribute to the establishment of procedures and best practices for internal and external use.
Work closely with tier four detection content and engineering teams.
Minimum Qualifications:
Solid base knowledge of networking, transport, and application layer protocols, such as IP, TCP, UDP, and HTTP.
ability to handle higher load of tickets
good communication and teamwork skills, with solid judgment about handling proprietary information.
customer focused, with a strong sense of quality and thoroughness.
technical aptitude with ability and passion to learn.
Preferred Qualifications:
Knowledge of intrusion and anti-virus detection techniques.
analytical and problem-solving skills.
good written and verbal communication skills.
Knowledge of spam, malware, and phishing techniques.
UNIX Experience and familiarity with tools such as dig, traceroute, whois, etc.