Support Engineer L1

At Armor, we are committed to making a meaningful difference in securing cyberspace. Our vision is to be the trusted protector and de facto standard that cloud-centric customers entrust with their risk. We strive to continuously evolve to be the best partner of choice, breaking norms and tirelessly innovating to stay ahead of evolving cyber threats and reshaping how we deliver customer outcomes. We are passionate about making a positive impact in the world, and we're looking for a highly skilled and experienced talent to join our dynamic team.

Armor has unique offerings to the market so customers can a) understand their risk b) leverage Armor to co-manage their risk or c) completely outsource their risk to Armor.

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Summary
We are seeking a dedicated Technical Support Engineer L1 to join our cybersecurity Support team. As the first point of contact for our global customers using our Managed Detection and Response (MDR) solutions, you will play a crucial role in ensuring customer satisfaction while maintaining the security and functionality of their systems.

Essential Duties and Responsibilities
(Additional duties may be assigned as required)

• Provide technical support to global customers for our MDR platform and related cybersecurity products
• Monitor systems and network health, generating usage reports and tracking potential security issues
• Diagnose and troubleshoot basic software problems related to our MDR solutions
• Manage customer incidents using our ticketing system, ensuring timely resolution according to service level agreements
• Document incidents, solutions, and maintain accurate records for future reference
• Assist with basic configuration and deployment of MDR sensors, agents, and monitoring tools
• Identifying potential problems from Microsoft Sentinel / MS Azure / MS Defender logs
• Participate in 24x7 support rotation to ensure round-the-clock monitoring and incident response
• Communicate effectively with customers to understand their needs and provide clear technical guidance

Required Skills

• Bachelor's degree in computer science, Information Technology, Cybersecurity or related field (or equivalent experience)
• 5+ years of experience in technical support, IT Support role, or cybersecurity operations
• Rudimentary understanding of intrusion detection, firewall operations, and other general security practices.
• Create VM templates
• Add/modify/delete disks through VCD
• Respond to VMWare host and system alerts
• Intermediate level of networking expertise with understanding of networking fundamentals and well-known protocols/services including GRE, TCP/IP, V-LAN.
• Proficiency in Windows Server environments and Linux distributions commonly used in enterprise settings
• Knowledge of managed detection and response (MDR) technologies is a plus
• Excellent problem-solving skills and keen ability to diagnose and troubleshoot technical issues. Well-spoken and articulate with an attention to detail with excellent writing abilities.
• Experience with ticketing systems and ITIL methodologies preferred
• Ability to work in a fast-paced environment and handle multiple priorities simultaneously
• Willingness to learn new technologies

WHY ARMOR
Join Armor if you want to be part of a company that is redefining cybersecurity. Here, you will have the opportunity to shape the future, disrupt the status quo, and be a part of a team that celebrates energy, passion, and fresh thinking. We are not looking for someone who simply fills a role – we want talent who will help us write the next chapter of our growth story.

Armor Core Values

• Commitment to Growth: A growth mindset that encourages continuous learning and improvement with adaptability in the face of challenges.
• Integrity Always: Sustain trust through transparency + honesty in all actions and interactions regardless of circumstances.
• Empathy In Action: Active understanding, compassion and support to the needs of others through genuine connection.
• Immediate Impact: Taking initiative with swift, informed actions to deliver positive outcomes.
• Follow-Through: Dedication to delivering finished results with attention to quality and detail to achieve the desired outcomes.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually low to moderate. The work environment can be either in an office setting or remotely from anywhere.

Equal opportunity employer
- it is the policy of the company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment, including in selection for job opportunities, without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other consideration protected by federal, state or local laws.