Level 3 Technical Engagement Lead
Shift Time: Mon-Fri, 12pm-8pm
About DataStealth:
DataStealth is a single, unified data security platform (DSP) that discovers, classifies, and protects sensitive data across your entire environment, from on-premise to legacy cloud to cloud; wherever your data lives or flows, we protect it. We do this without requiring complex integrations or changes to your existing applications, ensuring security that enables, rather than hinders, your business. By seamlessly applying data protection strategies, such as tokenization, we ensure that even if your perimeter is breached, your data remains unusable if it falls into the wrong hands.
Recognized for the fifth consecutive year as a Great Place to Work, we are one of the world’s leading and fastest growing cybersecurity software companies. Our team is the best in the business. Our patented technology provides our large enterprise customers with the ability to solve complex data security problems with a paradigm shifting technology that can actually solve problems.
About You:
You are a rare hybrid: a high-level technical troubleshooter with the "people skills" of a seasoned consultant. As a Level 3 Technical Engagement Lead, you don’t just close tickets; you own the customer experience. You thrive on the complexity of enterprise-level security, yet you possess the patience and clarity to explain those complexities to non-technical stakeholders. You are a natural investigator who stays calm under pressure, whether you are managing a major incident or deploying a critical security patch. You take pride in being the bridge between cutting-edge technology and the people who rely on it.
Key Responsibilities
Act as the senior technical point of contact for escalated customer incidents, inquiries, and service requests across phone, email, and chat channels.
Diagnose and resolve advanced networking, application, and infrastructure issues including HTTP, DNS, SSL/TLS, VPN, routing protocols, and firewalls.
Implement production fixes, deploy changes, and oversee patching cycles for critical infrastructure and security updates.
Monitor events and alerts, responding to anomalies in real time to maintain system health and performance.
Lead major incident management during critical events, ensuring clear communication, coordinated escalation, and effective resolution.
Create and maintain high quality technical documentation (Run Books, SOPs, knowledge base articles) to support operational consistency and training.
Collaborate with cross-functional teams, including Engineering, Security, and Operations on resolving complex issues and improving processes.
Support the implementation and enforcement of IT security policies, procedures, and best practices.
Participate in root cause analysis and continuous improvement initiatives post-incident.
Assist in lifecycle management of infrastructure assets, including inventory and maintenance planning.
Requirements
Strong customer focus with a proven ability to communicate complex technical concepts clearly to both technical and non-technical audiences.
In-depth understanding of internet technologies and protocols, including HTTP, DNS, SSL/TLS, TCP/IP, VPN, OSPF/BGP, DHCP, SMTP, SSH, and S/FTP.
Experience troubleshooting and optimizing network and application performance using tools such as curl, dig, traceroute, tcpdump, etc.
You understand how the Internet works.
Hands-on experience managing security protocols, firewalls, IDS/IPS, load balancers, and web application firewalls.
Advanced knowledge of Linux based systems (RHEL and clones), virtualization (KVM, LXC, LibVirt), and cloud platforms (AWS, Azure, GCP).
Familiarity with web servers such as Nginx, Apache, or IIS.
Experience with IT service management processes and tools (e.g., JIRA Service Management), with a solid grasp of ITIL best practices.
Strong analytical and problem-solving skills, with a track record of independently resolving complex technical issues.
Ability to work effectively across time zones and participate in shift rotations, including nights and weekends for emergency support.
Commitment to continuous learning and staying ahead of evolving technologies and security practices.
Preferred Qualifications
ITIL 4 Foundation certification.
Prior experience in a high availability, security-sensitive environment.
Additional Information:
This posting is for an existing vacancy. We use artificial intelligence (AI) to screen, assess, and select applicants.
DataStealth is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.
We look forward to reviewing your application!