Service Delivery Engineer

Service Delivery Engineer

Requirements

• Cyber Security or SOC Analyst experience with good customer interaction and technical skills
• Two to three years of cyber security experience in a SOC analyst role or cyber security MSP role
• Fluency in English & Spanish spoken language
• Strong skills in verbal and written communications, strategic planning, and project management
• Working knowledge of Intrusion Detection and Prevention principles
• Analytical and process-oriented mindset
• Ability to work effectively across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Ability to identify opportunities to increase product benefit to customers and opportunities for portfolio expansion
• Solid grounding in Protective Monitoring, Security Device Management, CIRT and Threat Intelligence with demonstrable security incident response experience
• Knowledge of various types of attacks, as well as a strong knowledge of infection vectors and indicators of an infection
• Good understanding of a range of network and other protocols such as TCP/IP, HTTP, DNS, ARP, DHCP, SMTP, FTP, Telnet, IRC, LDAP, SSL

Responsibilities

• Onboard new customers, providing setup guidance for platform configuration, agent deployment and policy configuration.
• Provide a managed service where purchased, performing configuration and policy related tasks in the product UI.
• Serve as designated contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
• Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals.
• Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables.
• Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings.
• Prepare documentation or visuals of campaign performance for client; analyze trends in data, policy and security reviews to identify areas for improvement.
• Work with sales and marketing teams to boost customer experiences and develop case studies.
• Investigate alerts (performing a broad range of intrusion/insider threat analysis and/or intrusion /insider threat detection tasks using an analytical and systematic approach).
• Liaise with customers to detail investigation outcomes and recommend quick and effective remediation actions (be involved in incident response, event handling and work around attack analysis).
• Produce reports on vulnerability research, security analytics and threat analysis, up to board level.
• Assist in the definition of analysis procedures and protocols.
• Contribute to the continuously evolving FortiDLP platform, identifying platform improvements and new features and working with R&D to add those to the product.
• Troubleshoot and help isolate issues with the customer support team.

Preferred Qualifications

• Experience with endpoint DLP, MDM tool configuration, performance testing, or Windows, macOS or Linux administration
• Exposure on Vulnerability assessment as well as penetration testing or forensic analysis fields
• Bachelor’s Degree or higher preferred in Computing / Engineering
• Industry recognised certifications e.g. CISSP, GCIA, GCIH, GCFA, GCFE, etc. are an advantage