Role Description
As a SecOps Engineer (L3), you will provide advanced technical support for enterprise security tools, working directly with customers to diagnose and resolve issues. You will handle escalations, mentor junior engineers, and contribute to operational improvements across the security operations team. This role also includes participation in a structured on-call rotation to support 24/7 operational resilience across global teams.
Key Responsibilities:
- Provide Tier 1/Tier 2 technical support across network, endpoint, logging, and cyber operations tools.
- Troubleshoot and resolve customer issues, ensuring high satisfaction and timely communication.
- Document cases, solutions, and contribute to internal knowledge resources.
- Escalate complex issues and collaborate with senior engineers and other teams.
- Mentor junior SecOps engineers and support them with escalated cases.
- Participate in training to enhance technical skills and product expertise.
- Stay current with industry trends and best practices.
- Support process automation and continuous improvement initiatives.
Skill & Qualifications
- Bachelor's degree in computer science, IT, Cyber Security, or equivalent experience.
- 5+ years' experience working with security technologies.
- Hands-on knowledge of tools such as SIEM (e.g., Splunk), firewalls, EDR (e.g., CrowdStrike), WAF (e.g., Cloudflare), Zscaler, or similar network/endpoint/logging platforms.
- Understanding of cloud security concepts.
- Familiarity with SIEM, IDS/IPS, EDR, WAF, IAM, and related security tools.
- Basic networking knowledge (TCP/IP, DNS, DHCP, etc.).
- Scripting experience (Python, PowerShell) is a plus.
- Certifications such as Security+, CISSP, CCSP, or GIAC are beneficial but not required.
- Strong multitasking, prioritization, and problem-solving abilities.
- Commitment to delivering excellent customer support.
