Customer Support Engineer – Tier 2


  • Job ID: 544
  • Job Type(s): Permanent
  • Categories: IT Support - Applications
  • Posted December 13, 2021
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Enso is recruiting for a Customer Support Engineer, partnering a software house in Belfast, specialising in intelligence-driven cybersecurity solutions that enhance threat visibility, automate threat processing and detection, and accelerate threat investigation, response, and remediation.

Job Description



It is the Customer Care Support Engineer’s responsibility to drive customer adoption of solutions into their environment. Customer success is achieved by driving initiatives designed to add business value, dissemination of best practices, fulfilling a trusted advisor role, education of product capabilities and engaging in other professional services as necessary. He/she provides guidance/direction to customers on how to best get value from products. He/she will be required to maintain strong working relationships with other customer facing personnel in the Sales, Services, Marketing, Engineering, and Product Management teams.


o Complete understanding of the products

o Triage and Respond to customer support requests (email, phone, web-portal) as 2nd Tier

o Proper ticket escalation routing

o Develop FAQs, HOW-TOs, and other support documentation

o Understand customer level of adoption of the products/services by performing Customer Success Evaluations/Surveys

o Derive and disseminate best practices to help drive customer adoption of products and services

o Provide product feedback to product management based on field experiences

o Acquire complete command of products (TS6, ThreatStream Link, Integrations)

o Work with the customers to ensure they are leveraging the solution and achieving success

o Integrate with 3rd-Party applications (ArcSight, Splunk, QRadar, etc.)




Required Skills / Experience

o BSc or BA degree or equivalent experience

o Strong project management skills

o Cyber security experience is preferred

o Strong Application / Operating System / Networking troubleshooting skills

o Strong verbal and written communication skills

o Strong technical background and ability to work with engineers, developers and end users

o Knowledge of enterprise level businesses and inner IT workings

o Experience in SIEM deployment, configuration and maintenance across a variety of Unix and Window platforms

o Troubleshoot SIEM server problems and issues and the ability to analyze logs for all for all major applications as well as endpoints.

o Extensive working knowledge on Javascript, SQL query building and scripting languages like Perl, PHP, Python


We are interested in speaking to candidates that have been working in account management, sales engineering or consulting for at least 3 years, and have developed a proficiency or subject matter expertise in designing, implementing, consulting security enterprise class software. This would include hand-on’s with firewalls, IDS/IPS, and SIEM. Experience in general Security Consulting a plus.


Technical Skills

o Microsoft Server 2003/2008/2012

o Mac OS X

o Linux (Red Hat, CentOS, Fedora, Ubuntu or Debian); Building, using and maintaining virtual machines (VMWare ESX)

o TCP/IP Networking (including troubleshooting)

o Experience in support ticket management



o Competitive Salary



o Private Healthcare Plan

o Dental Plan

o Optical Plan


Work-Life Balance

o Paid Public Holidays

o Accrued Paid Time Off – 25 days



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