• Security Support Engineer

    Job Locations US-GA-Dawsonville
    Job ID
  • Overview

    Participate as a member of the Dawsonville, GA Support Engineering team in identifying, alerting on and remediating customer’s threats utilizing the Detect and Respond: Endpoint and the Detect and Respond: Network and Compliance product suites in customer’s environments.

    The Support Engineer serves an essential role in providing support in the notification, identification, escalation and remediation of threats in the Continuum Security Business.

    Reporting to the Senior Manager of Support Operations (Dawsonville), the Support Engineer will work with our US and India based teams and our MSP partners to provide timely support of security incidents for their customers. 


    • Be accountable and responsible for Ticket Creation, Threat Analysis, Resolution, and Escalation for a defined set of alerts and tickets
    • Prioritize work and maintain a high level of professionalism in a highly dynamic work environment
    • Meet performance objects
    • Maintain a high degree of customer service
    • Follow escalation procedures for interfacing with other engineers and teams
    • Maintain consistent threat handling and remediation procedures (use of systems)
    • Utilize the internal Knowledge Base to assist with resolution of threats
    • Other duties as assigned


    • Experience in participating in team environments.
    • 1 to 2 years of experience in a Cyber Security environment preferred
    • 3 to 5 years of experience in a IT support environment preferred
    • Excellent communication skills, both oral and written, with various audiences; mature, confident, assertive communication style.
    • Needs to be flexible with shift hours
    • Must be able to be present in the Dawsonville office during shift hours
    • High levels of patience and calm under pressure to facilitate customer interactions
    • Ability to work in a fast paced, dynamic environment
    • Willingness to make changes or adapt as the situation dictates
    • Excellent organizational skills; ability to prioritize and manage multiple tasks
    • Bachelors degree preferred. May be substituted by 1 or more years of experience in a Service Desk environment.
    • ITIL Foundations preferred
    • Certifications: CompTIA, ISC2, Microsoft, EC Council, etc. preferred.


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