Support Ops Engineer

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We’ve amassed some of the best and brightest minds in cyber security who are passionate about protecting the digital world. Our team blends advanced technology alongside deep expertise to tackle the toughest cyber threats out there. Put simply, our mission is to stay ahead of the curve and create a safer digital landscape for our partners, and we believe adding a Support Ops Engineer will up our cyber game.

The Support Operations (SupportOps) Linux Engineering is primarily responsible for ensuring all tickets, escalated from our Customer Support team, are addressed within the Operational Level Agreement (OLA) timeframe with relevant information. They communicate, both written and orally, with our Customer Support team to improve First Day Resolution (FDR) and provide exceptional and timely service. The Support Ops Linux Engineer receives critical service alerts or direct assignments from various departments and must be able to correlate customer problems to system alerts. They are responsible for resolution, via the ticketing system or direct communication, of customer issues through self-resolution or warm escalations.

What you’ll be doing:

• Monitoring ticket queue for tickets needing next level support (escalated tickets).
• Translating technical responses to customer facing updates.
• Understanding system level alerts and associate with potential customer impact.
• Investigating system logs and cross reference planned events to answer customer inquiries.
• Escalating issue ownership and responsible for resolution and customer updates.
• Communicating planned maintenances, impact, and timelines to Customer Support.
• Using instant messaging, email, and or phone to collaboratively resolve customer and service impacting issues.
• Speaking with customers directly to resolve issues.

What does it take to succeed in this role?

• Basic Linux (Red Hat 7+) AND/OR Microsoft Server 2016+, 3rd party applications, and proprietary application troubleshooting.
• Troubleshooting complex email routing issues.
• Troubleshooting distributed applications.
• Reading and comprehending basic Linux AND/OR Windows scripts.
• Troubleshooting common Linux AND/OR Windows stack technologies.
• Attention-to-detail when it comes to communication and documentation.
• 3+ years of direct customer support experience.
• 1+ years of experience in RedHat 7+ or Microsoft Server and 3rd party application support.
• Recognition for outstanding customer support.
• Proven initiative, positive attitude, team oriented, self-motivated, and highly enthusiastic.
• Flexible to work in non-standard shift.

In addition to the technical expertise, we expect respect, opinions, and thoughtful input.

How we work:

Our 3 values define how we operate internally as well as externally:

• Vision - We embrace a forward-thinking mindset. Our team has a clear and inspiring picture of the future that helps drive our decisions towards creating and delivering world-class security services.
• Velocity - We have a bias for action. We move swiftly and with purpose toward our goals and objectives and can easily adapt (and adjust) along the way.
• Vigilance – We foster a culture of proactive awareness for our company and our customers, who trust us to be an extension of their team. We are always looking for areas where we can innovate, improve, fix, transform and revolutionize, which ensures the protection, safety and success of everyone at SilverSky.

Individuals that can act intelligently and confidently without an ego will thrive.

If this sounds interesting and you are passionate about redefining how the world thinks about cyber security, we want to hear from you. Apply now if you are interested in learning more about how we can change the rules of engagement, together.

About SilverSky

We are a global cyber security company with more than 20 years of professional experience in the industry. Our 300+ employees are on a mission to protect our customers with comprehensive, adaptive security services that maximize technology and automate responses, while empowering security analysts to hunt for threats, react and respond immediately. It’s the human enhanced response that differentiates SilverSky and allows us to create the most comprehensive managed detection and response (MxDR) solution in the industry by delivering on our Vision, Velocity, Vigilance philosophy. Follow us on LinkedIn and X.