Principal Edge Engineer | Remote, USA

At Optiv, we’re on a mission to help our clients make their businesses more secure. We’re one of the fastest growing companies in a truly essential industry.

In your role at Optiv, you’ll be inspired by a team of the brightest business and technical minds in cybersecurity. We are passionate champions for our clients and know from experience that the best solutions for our clients’ needs come from working hard together. As part of our team, your voice matters, and you will do important work that has impact, on people, businesses, and nations. Our industry and our company move fast, and you can be sure that you will always have room to learn and grow. We’re proud of our team and the important work we do to build confidence for a more connected world.

As a member of the Optiv Security Operations Department, a Principal MSS TAC Engineer is responsible for the daily maintenance and attention to the implementation and operational success of a team of networking practitioners within Optiv Security Operations department. Principal Engineers are positioned to support operational people managers. They would play a significant role in day-to-day decisions and function as a technical arm of management.

Principal Engineers will operate in a 24x7x365 TAC (Technical Assistance Center) environment. They will support engineers delivering both third-party Authorized Support and Technology Management service lines who directly assist Optiv clients with their network and/or security-related issues and needs. These two service lines are often part of a much larger client-focused services agenda. Therefore, this position often plays a crucial part in helping to keep overall Optiv/client relationships successful.

How you’ll make an impact:

• Troubleshoot technical issues over the phone and via secure screen share.

• Host troubleshooting conference calls bridging multiple individuals from vendors, clients, third parties, etc.

• Facilitate customer communication over the phone and email.

• Document actions in ticketing systems to effectively communicate information to both internal resources and external customers.

• Respond in a timely manner (with published SLA) to incidents and support requests.

• Perform basic and advanced troubleshooting to diagnose common network problems using fundamental TCP/IP network skills.

• Maintain lab and assist engineering staff with lab systems configuration.

• Update open ticket status for Engineers within the ticketing system.

• Train engineers on new products and features from supported or managed platforms.

• Organize “Tech Talks” as needed and on a regular cadence.

• Maintain and manage platforms used by associate engineers.

• Maintain and manage knowledgebase documentation regarding procedures and processes.

• Provide guidance and coaching from a technical perspective.

• Provide local management of their designated (vendor) POD.

• Provide overwatch.

• Assign tickets.

• Post internal notes, suggestions, and recommendations to support engineers.

• Assume responsibility for high-profile tickets (severity, situational, white-glove clients).

• Trail-blaze new vendors.

• Support MSS TAC Operational Leadership.

• Evaluate premature client and sales escalation requests and provide feedback for the next steps.

• Change Management:

• Host team Change Approval Board (CAB).

• Develop and maintain change templates.

• Coach and mentor engineers on internal change procedures.

• Develop and maintain change processes and procedure