LevelBlue reduces risk and builds lasting resilience so organizations can innovate and advance their mission with confidence. As the world’s most analyst-recognized and largest pure-play managed security services provider, LevelBlue elevates client outcomes that matter: stronger defense, faster response, and sustained business continuity. LevelBlue combines AI-powered security operations, advanced threat intelligence, and elite human expertise to provide the most comprehensive portfolio of strategic advisory, managed security, offensive security, and incident response services.Location: Remote – Philippines (occasional on site visits in Manila as required)Schedule: Includes weekends and night shifts and public holidays You’ll be part of our Global Technical Support groupThe technical support organization is a global team obsessed with providing excellent support to LevelBlue/Cybereason valued customers, as well as partners and internal stakeholders. Our services include acting as the technical focal point for customers, investigating and analyzing complex technical scenarios and providing innovative solutions for our customers’ needs.In this position you will: Handle incoming support cases and calls of existing and new customers under defined SLA’s Find creative, out of the box solutions to unique problemsDiagnose, configure, document, and resolve system and network issuesCollaborate with Product, DevOps and R&D teams to investigate and solve technical product issuesWork closely with the company’s Customer success and Sales teams, as well as our global customers across multiple territories and regionsMaintain a list of known issues, workarounds, and planned fixes in order to contribute to our ever growing knowledge base We are looking for:Must have- Minimum 3+ years of support experience working on a wide range of security products.Minimum 1 year relevant experience in AWS, Azure, or GCP AdministrationAdvanced Proficiency with LinuxHands-on experience with troubleshooting on Windows environments (client and server)Hands-on experience with Network and\or Endpoint Security ProductsThorough understanding of network protocols and technologies (TCP/IP, HTTP, Proxies and Load Balancers)Hands-on experience with Virtualization technologies such as VMWare and Hyper-VStrong troubleshooting and problem solving skills - must have technical understanding and troubleshooting experience in Security Products and Linux or Windows environmentsFamiliarity with bug submission and escalation processesProven experience in case management and issue trackingStrong English communications skills - written and verbalTeam Player with collaborative work style - A Must!Naturally curious and excited to learn new technologiesService oriented approach with strong client-focused skills, able to process and explain technical information in various levels Nice to have- 1-2 years relevant work experience in the XDR/SIEM security domain.Working knowledge of big data platforms such as Databricks, Oracle, Clickhouse, or CriblProven experience with Bash and PythonExperience with databasesExperience with Jenkins, Ansible and PuppetPractical knowledge and hands-on experience in Offensive Security Education: A Bachelor’s degree in Computer Science, Information Technology or equivalent. This role is open to candidates legally authorized to work in the Philippines. At LevelBlue, including teams that previously operated as Trustwave, we support flexible work and bring people together in person for key moments based on role, team, and business needs.LevelBlue is committed to a culture of respect, inclusion, and equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other status protected under applicable law.To all agencies: Please do not contact LevelBlue employees outside of the Talent Acquisition team. LevelBlue’s policy is to only accept resumes from agencies through its approved agency process and with a valid agreement in place. Any resume submitted outside this process will be considered the property of LevelBlue, and no fee will be paid if a candidate is hired from such a submission. #LI-JF1