Support Engineer II

The Support Engineer II provides more advanced technical support for security products and services. This role is focused on troubleshooting, managing incidents, and assisting customers with medium-to-complex security problems. The individual in this role will work both independently and in collaboration with other teams to resolve issues and ensure the security infrastructure is working optimally.

What you’ll be doing (and doing well!):

• Provide tier-2 support for security-related issues, troubleshooting and resolving moderately complex problems
• Coordinate with other engineering teams to resolve security incidents
• Perform root cause analysis for recurring technical problems
• Document resolutions and create knowledge base articles for customers
• Assist in the implementation and deployment of security tools or updates
• Mentor junior support engineers and provide training on security technologies
• Communicate effectively with customers, ensuring they are kept informed of issue resolution progress
• Perform other job-related duties as assigned.

Responsibilities:

• Own It: Focus on excellence in everything you do and each interaction you have with all clients
• Learn: Absorb the training. Make yourself an expert on our portfolio of solutions
• Represent: Always understand that you are the face of the company to our customers
• Diversity: Every project is different so you must enjoy variety in your workday
• Work as One Team: Work closely with Minuteman’s sales, management, and operations teams to best serve our customers
• Find a way: Turn challenges into opportunities
• Play To Win.

Technical Support, Security Infrastructure, Identify Issues, Technical Support, Problem Solving Skills, Customer Support/Service, Protective Services, Product Support, Computer Security, Root Cause Analysis, * A Sense of humor, creativity, and positive attitude

• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or a related field (or equivalent experience)
• Prior experience in IT support, preferably in a security-focused role
• Strong experience with security technologies such as firewalls, VPNs, endpoint protection, and intrusion detection/prevention systems
• Solid understanding of cybersecurity principles and best practices
• Familiarity with security compliance regulations (e.g., PCI-DSS, GDPR, HIPAA)
• Certifications such as CompTIA Security+, Certified Information Systems Security Professional (CISSP), or Certified Ethical Hacker (CEH) are preferred
• Experience with SIEM tools, threat detection, and incident response
• Strong multitasking, troubleshooting, and communication skills

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

The base salary range for this role is $60,000 - $97,100. Note that salary may vary based on location, skills, and experience and may vary from the amounts listed above. This position may also be eligible for commission in addition to base salary as well as health coverage, paid holidays, and other benefits.