About the role
Description
Job Overview Summary
The Support Engineer II provides more advanced technical support for security products and services. This role is focused on troubleshooting, managing incidents, and assisting customers with medium-to-complex security problems. The individual in this role will work both independently and in collaboration with other teams to resolve issues and ensure the security infrastructure is working optimally.
What you’ll be doing (and doing well!):
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 knowledge base articles for customers
Assist in the implementation and deployment of security tools or updates
Mentor junior support engineers and provide training on security technologies
Communicate effectively with customers, ensuring they are kept informed of issue resolution progress
Perform other job-related duties as assigned.
Responsibilities:
Own It:
Focus on excellence in everything you do and each interaction you have with all clients
Learn:
Absorb the training. Make yourself an expert on our portfolio of solutions
Represent:
Always understand that you are the face of the company to our customers
Diversity:
Every project is different so you must enjoy variety in your workday
Work as One Team:
Work closely with Minuteman’s sales, management, and operations teams to best serve our customers
Find a way:
Turn challenges into opportunities
Play To Win.
What we like about you:
A Sense of humor, creativity, and positive attitude
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
Familiarity with security compliance regulations (e.g., PCI-DSS, GDPR, HIPAA)
Certifications such as CompTIA Security+, Certified Information Systems Security Professional (CISSP), or Certified Ethical Hacker (CEH) are preferred
Experience with SIEM tools, threat detection, and incident response
Strong multitasking, troubleshooting, and communication skills
This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.
Pay Transparency Statement
The base salary range for this role is $60,000 - $97,100. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for a variable bonus in addition to base salary as well as health coverage, paid holidays, and other benefits.
Equal Employment Opportunity (EEO) Statement
Minuteman Security & Life Safety is an equal opportunity employer that is committed to diversity, equity and inclusion and providing a workplace that is free from discrimination and harassment of any kind based on race, color, religion, creed, sex (including pregnancy, childbirth, and related medical conditions, sexual orientation, and gender identity), national origin, age, disability or genetic information or any other status or characteristic protected by federal, state, or local law. Minuteman Security & Life Safety provides equal employment opportunity to all individuals regardless of these protected characteristics. Further, Minuteman Security & Life Safety takes affirmative action to ensure that applicants and employees are treated without regard to any of these protected characteristics in all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and separation from employment.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
Drug-Free Workplace Statement
Minuteman Security Technologies, Inc is an equal opportunity employer, that offers a smoke-free and drug-free workplace.