Being the first line availability for customer to respond to issues for their managed security services
Monitoring internal infrastructure and customer events on their systems such as Central Alert System and proprietary graphing system
Responding to customer incident tickets and internal routing while ensuring effective assignment of tasks to internal teams
Following workflow procedures of an operations center in a large global environment

Requirements

Have a Bachelor's Degree and/or equivalent experience.
Be fluent in English and Japanese (Mandarin is a plus)
Have experience in a Customer Support role or similar
Demonstrate an ability to analyze, prioritize and escalate customer security attacks and engage with appropriate internal stakeholders
Have basic knowledge of how the internet works, including DNS, HTTP, Suite of IP Protocols
Have passion and ability to learn new tools and technologies and problem solve
Be able to work the following shift: Wednesday: 2:00 pm-7:30 ET and Thursday-Saturday: 7:30 am to 7:30 pm ET

Benefits

Healthcare
401K savings plan
Company holidays
Vacation (in the form of PTO)
Sick time
Family friendly benefits including parental leave
Employee assistance program with a focus on mental and financial wellness

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportincident managementDNSHTTPIP protocolssecurity analysisescalation procedurestask assignmentworkflow proceduresmonitoring

Soft Skills

analytical skillsprioritizationproblem solvingcommunicationteam collaborationadaptabilitycustomer engagementstakeholder managementtime managementlearning agility