Arcsight Support Engineer Tier II Specialist
hace 2 días
Micro Focus is a leading provider of enterprise software solutions, aiming to help customers leverage their existing systems and resources.
The company's CyberRes SaaS organization is focused on delivering innovative cloud-based security solutions, including the ArcSight Intelligence and ArcSight Recon products.
Job SummaryWe are seeking a highly skilled ArcSight Support Engineer Tier II to join our CyberRes SaaS team. As a key member of our support team, you will be responsible for providing top-notch customer support, troubleshooting, and resolving issues related to our ArcSight SaaS offerings.
Your primary responsibilities will include:
- Troubleshooting and resolving complex technical issues with our ArcSight SaaS environment.
- Providing direct ownership of customer issues from end-to-end, ensuring timely resolution and excellent customer satisfaction.
- Categorizing and prioritizing ArcSight support requests using our ticketing system to track issues and provide up-to-date status and information.
- Collaborating with our Site Reliability Engineering (SRE) team to deploy new ArcSight tenants and containers to AWS.
- Assisting Customer Success Managers with onboarding customers to our ArcSight SaaS offering.
- Assisting with ArcSight user setup, such as new SaaS user setups and password resets.
- Recommendating and performing system upgrades and patching of the ArcSight SaaS environment on AWS.
To be successful in this role, you will need:
- A Bachelor of Science in Computer Science, Information Technology, or a related field, or equivalent experience or certification.
- 4+ years of customer support, IT operations, or help desk experience.
- 2+ years of direct experience in managing or implementing ArcSight technology either on-premises or within AWS or Azure-based deployments.
- Hands-on experience with AWS cloud environments.
- Experience managing Linux-based systems in a cloud environment.
- Experience with compliance programs and frameworks such as NIST, CIS, HIPAA, ISO 27001, GDPR, FedRAMP/FISMA, SOC 2, or PCI DSS is a significant plus.
- Advanced English Level.
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