Senior Manager, Enterprise Security
New
J
JobgetherEnterprise security
Opportunity to work remotely within the United StatesFull-TimeManager
Salary$80,000–$90,000 USD in base compensation
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Job Details
- Experience
- At least 5 years of experience in technical support, escalation engineering, or a closely related technical customer-facing role
- Required Skills
- PythonSQLBashCybersecurityLinuxTechnical support
Requirements
- At least 5 years of experience in technical support, escalation engineering, or a closely related technical customer-facing role.
- Strong experience supporting an international customer base.
- Ability to diagnose and resolve complex technical issues in challenging production environments.
- Strong expertise with Linux-based systems, including system management, operations, and application stacks.
- Solid understanding of security technologies, cybersecurity risks, and enterprise technology environments.
- Excellent knowledge of TCP/IP networking and packet-capture analysis.
- Basic understanding of SQL and non-SQL databases.
- Experience working with geographically distributed teams and collaborating across functions and time zones.
- Exposure to virtualized environments, cloud platforms, and cloud/SaaS applications.
- Experience with scripting or programming, particularly Python and Bash, is desirable.
- Demonstrated ability to use AI-enabled tools such as ChatGPT Enterprise, Microsoft Copilot, or AI-powered analytics, and to validate their outputs while protecting confidential and customer information.
- U.S. citizenship is required.
Responsibilities
- Own and resolve complex third-tier customer support cases, including reproducing issues in laboratory environments when required.
- Analyze source code, system behavior, logs, network traffic, and other technical data to identify root causes and develop solutions or workarounds.
- Assess customer impact and prioritize technical solutions, coordinating resolution efforts across Support and other relevant teams.
- Communicate with customers and Sales by email, phone, and remote support sessions to investigate issues.
- Partner with Engineering to provide workarounds, escalate product issues, and drive resolution of complex technical problems.
- Identify and document opportunities to improve products, hardware, software, support processes, and customer experience.
- Develop and enhance support processes, tools, documentation, knowledge-base articles, and how-to guides.
- Collaborate with geographically distributed colleagues on investigations, escalations, and technical knowledge sharing.
- Provide limited on-call or out-of-hours support during weekends and national holidays as needed.
- Identify opportunities to incorporate AI and automation into support workflows.
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