Platform Services Operations Engineer

Location: This job is available to work in one of our hub locations: Tampa, FL; Denver, CO; DC metro area, CA (Bay area), Austin, TX and will be hybrid

Shift: 4 x10s Sun-Wed 8am-7pm est

Reporting to the Manager, Platform Operations this role will be responsible for the efficient troubleshooting of service solutions, prompt triage of alerts and service requests, and the utilization of runbooks to ensure the smooth operation of Firewall and MXDR solutions. Your role will encompass responding to alerting from monitoring platforms, performing administrative support for various systems, collaborating with internal teams and stakeholders, and communicating effectively with customers.

 

Deepwatch provides critical cybersecurity products and services to power the cyber defense for enterprises which makes the digital world a safer place for folks like you and me. Using cybersecurity best practices, you will monitor and secure complex customer environments utilizing  industry leading technology such as SIEM, Hyper-automation, and more.

 

In this role, you’ll get to:

 

Service Solutions Administration and Engineering:

• Administer and engineer service solutions for Endpoint Detection and Response (EDR), Firewall, Managed Detection and Response (MDR), and Vulnerability Management solutions.
• Handle triage of escalated alerts and service requests from Administrators.
• Create, validate, and utilize runbooks to streamline processes and improve efficiency.

Issue Escalation:

• Escalate complex issues to Platform Services Engineering for advanced resolution.
• Provide expertise and guidance to Administrators, ensuring they are equipped to handle common issues independently.

Collaboration and Communication:

• Collaborate with internal teams and stakeholders to ensure alignment and effective service delivery.
• Communicate clearly and concisely with customers, providing detailed work notes and summaries for both internal and customer-facing communication.
• Lead internal training sessions to enhance the skills and knowledge of Administrators.

To be successful in this role, you’ll need:

• Strong problem-solving skills and the ability to handle complex technical issues.
• Excellent communication skills, both written and verbal.
• Ability to work collaboratively with diverse teams and stakeholders.
• Strong organizational skills and attention to detail.
• Proactive and self-motivated with a commitment to continuous learning and improvement.
• 5-7 years of experience in Managed Security Service Provider (MSSP) or service desk environments, supporting multiple customers across various verticals.

 

Certifications (Preferred):

• Crowdstrike
• Cribl
• Splunk
• Microsoft
• SentinelOne

 

ITAR Compliance

This position will have access to customer data and as such is subject to International Traffic in Arms Regulations (ITAR). Upon application, candidates will be asked to confirm that they are a U.S. Person as defined by the following:

• A citizen of the U.S.;
• A lawful permanent resident of the United States; 
• A person admitted to the United States as a refugee; or
• A person that has been granted asylum by the United States government.

The intent of this requirement is not to verify employment eligibility overall, but to ensure compliance with import/export regulations. If you do not meet these requirements, we encourage you to apply for other open roles at Deepwatch. This information will be verified upon offer of employment.

 

The anticipated salary range for this role is between $120,000 to $150,000 dollars + stock options + benefits. Actual compensation may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level.