SOC Customer Management SCM Engineer

Job Summary

The primary focus for this position is to assist with the onboarding of new customers new services and creation of effective DDoS service templates primarily in our UltraDDoS Protect and UltraWAF services. The engineer also executes a variety of jobs such as administering and configuring Juniper routers Arista Switches troubleshooting connectivity and routing issues across the infrastructure and the Internet.

The engineer also checks system conditions designs and updates procedural manuals to reflect changes in the environment maintains a record of changes made to the networks and is responsible for ensuring network security. The engineer can be called any time in case of system failure.

What You Will Do

• The SCM engineer takes responsibility for the deployment adjustment and troubleshooting of customer services on the Ultra DDoS Protect platform during his shift.
• The SCM engineer should be proficient in configuration and troubleshooting of both router and switch hardware BGP routing protocol and GRE virtual or physical interface connections
• The SCM engineer should be proficient in Linux system management and routing
• The SCM engineer by the application of essential software application and hardware tools detects and identifies the nature of customer problems and uses proper measures to solve the problem either himself or by escalating to the appropriate team.
• The SCM engineer is accountable for managing complaints and ensuring that they are resolved.
• The SCM engineer finishes all tasks according to policies of the company including documentation appropriate call notes diagrams etc. and is responsible for ensuring all appropriate information is stored or archived as appropriate to assist in resolving issues when the engineer is not available.
• The SCM engineer will liaise with other groups such as Engineering or the Application Development teams to maintain and continuously improve the services and toolsets.

What You Will Have

• Bachelors degree in information technology or computer science
• 3 years of equivalent experience in handling computer networks security appliances and routing protocols will be considered.
• Experience in hardware and software used by DigiCert are generally given priority. In particular Juniper and BGP certification are a priority.
• Able to solve different network problems which may include those that cannot be resolved using typical methods. Demonstrated experience troubleshooting diagnosing and resolving problems are a core skillset.
• Able to plan and schedule their work effectively maintaining SLAs for the Cloud DDoS service.
• Able to understand and prepare information in different formats such as pictorial verbal and print representations.
• Have good communication skills and problemsolving capabilities in addition to technical knowledge.
• Familiarity with tools such as Zendesk ticketing systems Atlassian suite of services (Jira Confluence) and/or other IT Services Management tools (ServiceNow Managed Engines Service Desk Plus etc. are preferred.
• Candidates should be prepared to work a nonstandard shift pattern to support the business requirements for coverage.

Nice to Have

• PSAA (Practical SOC Analyst Associate) certification

Benefits

• Generous time off policies
• Top shelf benefits
• Education wellness and lifestyle support

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