Security Engineer and Support Team Lead

About Us

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.  Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers.  Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather look to develop valuable skills that ignite their passion and lead to a CAREER.  If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!! 

Position Overview

We are seeking a skilled and dedicated Security Engineer Support Team Lead to elevate our customer support experience. In this role, you will lead a team of security engineers in troubleshooting complex technical issues, providing timely solutions, and ensuring customer satisfaction. The ideal candidate excels at diagnosing problems, identifying root causes, and clearly communicating solutions to customers. This role requires hands-on experience with security technologies, a strong customer service orientation, and the ability to foster a collaborative and supportive team environment. 

Primary Responsibilities

• Serve as the primary escalation point for security engineers, providing guidance, expertise, and timely resolution for complex or critical support issues 

• Provide strategic direction and leadership to the security engineering team, fostering a collaborative and high-performing environment 

• Provide leadership and guidance to the security engineering support team, fostering a collaborative and supportive environment focused on excellent customer service and efficient issue resolution 

• Lead the development, updating, and implementation of support processes and procedures for our security tools, ensuring timely and effective resolution of customer issues 

• Oversee the triage, prioritization, and escalation of support tickets, ensuring adherence to established service level agreements (SLAs) and customer expectations 

• Actively mentor and coach team members, enhancing their technical skills, problem-solving abilities, and innovative approaches to security monitoring methodologies 

• Champion the creation and ongoing maintenance of comprehensive knowledge base articles and documentation to empower the support team and with self-service resources 

• Maintain advanced support proficiency in FortiSIEM, Microsoft Sentinel and Defender XDR, FortiEDR, SentinelOne, Avanan, DNS Filter and all other Thrive supported security solutions 

• Develop, maintain, and automate client-facing reports using existing security tools, including automated uploads to the ServiceNow client portal 

• Stay abreast of security events and techniques to keep our clients aware of new threats and attack techniques 

• Other duties as required 

Qualifications and Required Skills

• Bachelor’s Degree in Cybersecurity or related discipline preferred, or equivalent combination of education, certifications, and relevant work experience 

• 3+ years of experience in a security support role 

• Strong background in troubleshooting security technologies and resolving complex technical issues within a support environment 

• Proven experience with Microsoft Sentinel and Defender XDR products, with a focus on utilizing these tools for diagnostic analysis and customer support 

• Extensive experience in supporting and troubleshooting Endpoint Detection and Response (EDR) solutions 

• Strong understanding of API security protocols and measures, and the ability to assist customers with related security challenges 

• Ability to analyze customer-reported issues, security logs, and other relevant data to effectively diagnose and resolve complex problems and make informed decisions 

• Proficiency in developing and automating client-facing reports 

• Excellent communication skills for both technical and non-technical audiences 

• Demonstrated understanding of cybersecurity threats and incident response procedures 

• Knowledge of risk assessment tools, technologies, and methods, and their relevance to customer security postures. 

• Passion for cybersecurity, customer service, and continuous learning 

• Must be able to work effectively in a team environment, collaborate closely with colleagues, and build strong relationships with customers