SOC Support Engineer Tier 2

August 23, 2024

CRG Solutions

San Pedro

Attention CRG Colombia! As a Tier 2 SOC Support Engineer, you will be responsible for handling more complex technical issues related to our SOC platform. You will work closely with Tier 1 support engineers, clients, and internal teams to investigate and resolve escalated issues. In addition, you will contribute to the development and improvement of support processes and documentation. This position requires strong technical knowledge, excellent communication skills, and the ability to work collaboratively.
Requirements:

Fluent in English. High Proficiency level (must).
2+ years of experience in a technical support role.
Strong IT knowledge, particularly in networking, to analyze and resolve complex technical issues efficiently.
Proficiency in Linux OS.
Experience within the cybersecurity domain - An advantage.
Understanding of Python language/scripting – An advantage.
Proven knowledge in SQL queries, Data Base structures – An advantage.
Experience in a cloud environment – An advantage.
Experience working with SIEM platforms and other cybersecurity tool - An advantage.
Outstanding interpersonal and communication skills, with the ability to explain technical concepts to both technical and non-technical individuals.
Excellent analytical and problem-solving skills, with the ability to identify and resolve complex technical issues effectively.
Demonstrated ability to work independently and collaboratively within a team environment.

Responsibilities:

Taking full ownership of customer technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication.
Serve as the primary point of contact for complex technical issues escalated from Tier 1 Support Engineers and collaborate with Tier 3 Support Engineers to ensure timely and accurate resolution of escalated issues.
Analyze logs, alerts, and system data to identify and resolve security incidents, anomalies, and breaches.
Lead sessions with clients to troubleshoot, integrate, or provide training on our cybersecurity solutions as needed.
Be available for on-call shifts, including after-hours and weekends, to address critical issues and provide support as necessary.
Work extra hours when required, including evenings, weekends, and holidays, to meet urgent client needs or to resolve time-sensitive incidents.
Thrive under pressure and maintain composure in high-stress situations, ensuring effective problem resolution.
Contribute to the creation and maintenance of technical documentation, knowledge base articles, and training materials.
Actively participate in team meetings, knowledge-sharing sessions, and training programs to foster a collaborative work environment.
Proactive and self-motivated with a "can do" approach, demonstrating a willingness to take on challenges and find solutions.