Explorance

Support Engineer

• Serve as a single point of contact while effectively and cooperatively providing superior customer support and problem resolution
• Create service requests and properly document all customer interactions and troubleshooting actions in the department's case management system
• Provide tier 2/3 functional and technical support on Explorance software solutions
• Configure and implement new functionality in the Explorance software solutions
• Log, prioritize, research, and accurately resolve complex customer inquiries and problems in a timely manner while meeting or exceeding SLAs
• Provide detailed reporting, identify functionalities, and provide status updates on identified issues internally and with the client until the customer support case is resolved
• Assist in new implementations, installations, upgrades and migrations of existing customers systems
• Investigate issues with customer IT systems such as: SSO, LMS, SIS, HRIS
• Provide basic technical and web application training to new customers when required
• Communicate and coordinate with internal departments when addressing software bugs or new releases
• Occasionally perform Quality Assurance tasks for testing of new software versions
• Follow procedures, and continually improve internal processes for maintenance of solutions that are in production
• Collaborate with developers and QA team for high quality, delivery on time

Customer Support Analyst

Security Operations

• Manage access controls
• Monitor and manage SIEM/log systems; identify issues by detecting anomalies; report breaches
• Monitor and manage cloud environments (Azure and O365)
• Maintain firewall/WAF, including IDS/IPS systems
• Perform vulnerability scans; triage and remediate vulnerabilities
• Create and maintain information security documentation, including procedures and policies
• Support and collaborate with other team members (CorpIT, CloudIT, DevOps, QA, Deployment and Customer Support) working on information security remediation activities, ensuring appropriate controls are implemented
• Monitor remediation activities to ensure proper execution and performance
• Participate in security and compliance audits
• Support investigations, containment and remediation of security breaches and other cybersecurity incidents, including misuse of IT resources and other technology policy violations
• Participate in the design and operational effectiveness testing of security controls and countermeasures used to protect Explorance applications and services, as well as third-party solutions used by Explorance
• Stay current with security technologies, tools and services and make recommendations regarding their use for security purposes
• Participate in monthly security maintenance
• Develop and deliver end-user security awareness training and run phishing campaigns

Customer Support Analyst

Security Operations Analyst