Network Security Engineer L2

About the role

We are seeking a Global Security Device Management Engineer L2 to provide tier III support for a Managed Service and Security Provider (MSSP). The successful candidate will be an integral member of the security engineering team, with deep expertise in state-of-the-art network, firewall, and other security technologies, products, and solutions. You will maintain metric goals, SLA goals, and customer satisfaction goals while working in a collaborative, fast-paced environment.

Responsibilities

• Provide expertise in the design and implementation of new and existing security solutions/services.
• Help customers onboard and deploy monitoring for their on-premises and cloud-based infrastructure.
• Deliver direct technical support to customers and partners via email, ticket systems, phone, and video conference with screen sharing.
• Work cross-functionally with account managers, security services, software engineers, and other internal teams to solve problems and improve customer experience.
• Actively manage tickets in the Global SDM ENG/Networking Level 2 Ticket Queues within contracted SLAs.
• Receive escalations from Level 1 Engineers and escalate unresolved issues as needed.
• Participate in and assist with advanced training of new and existing engineers.
• Take ownership of active projects and perform expert-level research to provide case evidence (Incident Responses).
• Follow up on open client tickets every 24 hours until resolution.
• Ensure all tickets are updated and assigned prior to leaving.
• Provide 24x7 on-call support on a rotating one-week schedule (as needed).
• Perform tasks as assigned by supervisors and team leads.
• Monitor logs of firewall devices to provide daily reports and analysis.

Requirements

• Advanced to expert knowledge of Fortinet and Cisco Firewalls and Routers.
• Prior experience working in a Network Operations Call Center.
• Excellent verbal and written communication skills, including experience documenting activities in a ticketing system.
• Passion for learning and exploring the latest and best practices in network security.
• Advanced to expert understanding of networking principles and services.
• Advanced to expert knowledge of firewalls and routers.
• Independent problem-solving experience.
• Fortinet NSE 7 certification or expert-level certifications in Cisco, CheckPoint, Palo Alto, or Juniper (or equivalent).

Qualifications

• A bachelor's or master's degree, preferably in Computer Engineering/Networking, international equivalent, or equivalent experience.
• Minimum of 4 years of experience designing, implementing, and deploying next-generation firewalls based on Information Security Best Practices.
• Hands-on experience with security systems, including firewalls, intrusion detection systems, anti-virus software, authentication systems, log management, and content filtering.
• Minimum of 4 years of experience in networking, troubleshooting, and analysis tools.

Work Arrangement

This is an onsite position based in the United States. At this time, we are not hiring candidates who require visa sponsorship. All applicants must be legally authorized to work in the United States without the need for current or future visa sponsorship.

About SilverSky

We are a global cybersecurity company with more than 20 years of professional experience in the industry. Our 300+ employees are on a mission to protect our customers with comprehensive, adaptive security services that maximize technology and automate responses while empowering security analysts to hunt for threats, react, and respond immediately. Our Vision, Velocity, and Vigilance philosophy drives us to deliver the most comprehensive managed detection and response (MxDR) solution in the industry.