| Location: | Cambridge, MA, US | Posted Date: | 2014-05-02 00:00:00.0 |
| Cost Center: | 722 | Category: | Service Delivery Ops |
| ID: | 11536 |
Overview:
About the Job
Our Security Operations Center is experiencing strong interest in our cutting-edge web security product, thus we need an excellent communicator in our Cambridge, MA HQ to help analyze potential web security threats and to lead customers to their own best decisions to deny or allow traffic, and to help raise their own product awareness and ability. Be a Technical Support Engineer for a security market leader at the biggest internet delivery innovator.
About the Team
Our security pros in our Kendall Square offices work independently, yet share case load and knowledge freely with our globally distributed Security Operations team using chat, mail and live video systems. We have a great attitude and consider every customer call an opportunity, and our more senior staffers are always ready and available to back us up.
Responsibilities:
* Able to work hours that will include the weekend, Friday, Saturday and Sunday 8:00 PM - 8:00 AM.
* Using our proprietary software and internal tools, you wll monitor a select group of customers, assess for threats, and proactively notify our customers using phone and e-mail of potential new attack vectors and threat actors. Most of your time is this proactive work.
* With each potential attack detected, you’ll offer to the customer a short list of possible reaction choices based on best practices along with your own recommendation.
* Instruct customer how to change their own settings or do it for them working within their time lines for change management.
* Be ready to answer occasional inbound phone calls for attack response, react and make recommendations or offer in-depth product walkthroughs as needed.
* Track your own calls, e-mails, and other case flows, time lines, changes, resolution summaries and follow-up.
* Reassess existing customers and adjust threat rules according to ongoing new best practices.
* Support your team peers with participation in meetings, advancement of team knowledge, make occasional presentations and write custom technical articles.
* Take continued in-house training to keep up with our latest product features.
Qualifications:
Basic Qualifications
* BS in Business or Computer and Information Science, or equivalent.
* 1 year experience supporting customers in a reactive support environment or call center.
* 1 year experience Linux, HP-UX or Solaris.
Desired Qualifications
* An in-depth knowledge of how the internet works especially online stores.
* Windows client operating system experience.
* CEH, GSEC CISSP or other security-industry certified candidates may be given preference.
* Command line experience in bash and creation of small bash scripts - 2 years.
* Ability to explain complex topics using white-board.
* awk, grep, uniq, sort command line experience 1 year.
* Experience with BIND or similar DNS server side service.
* Basic database competency in any of Oracle, or SQL.
Other Information
* Is relocation available for this position: No
* Is US Citizenship required: No
* Is a Security Clearance Required: No
About Akamai: