Platform Services Operations Engineer (Production Support Engineer)

Come join Deepwatch’s team of world-class cybersecurity professionals and the brightest minds in the industry. If you're ready to challenge yourself with work that matters, then this is the place for you. We're redefining cybersecurity as one of the fastest growing companies in the U.S. – and we have a blast doing it!

Who We Are

Deepwatch is the leader in managed security services, protecting organizations from ever-increasing cyber threats 24/7/365. Powered by Deepwatch’s cloud-based security operations platform, Deepwatch provides the industry’s fastest, most comprehensive detection and automated response to cyber threats together with tailored guidance from dedicated experts to mitigate risk and measurably improve security posture. Hundreds of organizations, from Fortune 100 to mid-sized enterprises, trust Deepwatch to protect their business. 

Our core values drive everything we do at Deepwatch, including our approach to tackling tough cyber challenges. We seek out tenacious individuals who are passionate about solving complex problems and protecting our customers. At Deepwatch, every decision, process, and hire is made with a focus on improving our cybersecurity solutions and delivering an exceptional experience for our customers. By embracing our values, we create a culture of excellence that is dedicated to empowering our team members to explore their potential, expand their skill sets, and achieve their career aspirations, which is supported by our unique annual professional development benefit.

Deepwatch recognition includes:

• 2023, 2022 and 2021 Great Place to Work® Certified
• 2023 and 2022 Forbes America’s Best Startup Employers
• 2023 and 2022 Fortress Cybersecurity Award
• 2023 $180M Series C investment from Springcoast Capital Partners, Splunk Ventures, and Vista Credit Partners of Vista Equity Partners
• 2022 Cigna Healthy Workforce Silver Designation
• 2022 Cybersecurity Excellence Award for MDR

Platform Services Operations Engineer

Location: This job is available to work in one of our hub locations: Tampa, FL; Denver, CO; DC metro area, CA (Bay area), Austin, TX and will be hybrid

Shift: 4 x10s Sun-Wed 8am-7pm est

Reporting to the Manager, Platform Operations this role will be responsible for the efficient troubleshooting of service solutions, prompt triage of alerts and service requests, and the utilization of runbooks to ensure the smooth operation of Firewall and MXDR solutions. Your role will encompass responding to alerting from monitoring platforms, performing administrative support for various systems, collaborating with internal teams and stakeholders, and communicating effectively with customers.

 

Deepwatch provides critical cybersecurity products and services to power the cyber defense for enterprises which makes the digital world a safer place for folks like you and me. Using cybersecurity best practices, you will monitor and secure complex customer environments utilizing  industry leading technology such as SIEM, Hyper-automation, and more.

 

In this role, you’ll get to:

 

Service Solutions Administration and Engineering:

• Administer and engineer service solutions for Endpoint Detection and Response (EDR), Firewall, Managed Detection and Response (MDR), and Vulnerability Management solutions.
• Handle triage of escalated alerts and service requests from Administrators.
• Create, validate, and utilize runbooks to streamline processes and improve efficiency.

Issue Escalation:

• Escalate complex issues to Platform Services Engineering for advanced resolution.
• Provide expertise and guidance to Administrators, ensuring they are equipped to handle common issues independently.

Collaboration and Communication:

• Collaborate with internal teams and stakeholders to ensure alignment and effective service delivery.
• Communicate clearly and concisely with customers, providing detailed work notes and summaries for both internal and customer-facing communication.
• Lead internal training sessions to enhance the skills and knowledge of Administrators.

To be successful in this role, you’ll need:

• Strong problem-solving skills and the ability to handle complex technical issues.
• Excellent communication skills, both written and verbal.
• Ability to work collaboratively with diverse teams and stakeholders.
• Strong organizational skills and attention t