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.

Role Overview:

The Level 3 Technical Engagement Lead serves as the primary point of contact between External customers and DataStealth’s IT organization, managing complex inquiries, incidents, and service requests. This role requires a unique blend of technical competency along with a customer-centric approach, with the ability to pivot between a variety of customer needs within the data security support space. The ideal candidate must focus on delivering value through effective incident management, service request handling, and clear communication, all while applying professional/technical support, following ITIL best practices, supporting continuous improvement, and providing true service to our customers and organization.

Key responsibilities:

• Managing complex user inquiries and service requests through phone, email, and chat channels.

• Managing complex incidents in the Service Management tool through logging, evaluating, diagnosing, categorizing, prioritizing, investigating, resolving or triaging/escalating to the appropriate team that cannot be resolved at the Service Desk level.

• Implementing production solutions/fixes, and changes.

• Monitoring events (alerts) and responding as required.

• Creating/maintaining detailed documentation of issues and solutions (e.g., Run Books, Standard Operating Procedures, and Operational Articles) designed for reuse and training material for potential new staff.

• Building reports (metrics/analytics).

• Supporting IT security policy implementation and enforcement.

• Collaborating with other IT teams on complex technical issues.

• Training users on IT systems and applications.

• Overseeing and deploying critical and regular security patches/fixes according to the patching cycle.

• Helping to manage and maintain infrastructure lifecycle, including inventory, and maintenance of infrastructure components.

• Acting as a Major Incident Manager during critical events and managing the incident lifecycle (including: acknowledging, tracking, communicating, escalating, etc…through to resolution) where required.

• Participating in Root Cause analysis exercises (post-incident).

• Acting as a Change Manager where required.

Requirements:

• Customer-centric, empathetic, and concerned for the user experience (External Customers and Internal staff).

• Expert level verbal and written communication skills.

• Expert level problem-solving and analytical skills.

• Ability to explain technical concepts clearly to non-technical users.

• Strong understanding of IT infrastructure, IT systems, networking, security, hardware, software, and monitoring tools.

• Ability to work effectively with various functional teams (e.g., Technical Support, Engineering, Marketing, Project Management, etc…) to ensure alignment, timely service, and customer satisfaction.

• Solid understanding of ITIL practices and service management.

• Experience with Service Desk tooling and ITSM software.

• Ability to multitask in a fast-paced environment.

• Ability to deliver exceptional outcomes in a team environment and while working under minimal supervision.

• Commitment to continuous learning and staying current with technology.

• Ability to participate in a shift rotation (days/evenings/nights), including weekend after-hours (Emergency) support.

Qualifications:

• Proficient in networking technologies: routers, switches, load balancers, web application firewalls, next-gen firewalls, LAN/WAN networks, Internet, VPN, and various network protocols such OSPF/BGP, IKE/IPSec, DNS, DHCP, SMTP, SSH, S/FTP, etc.

• Experience managing security protocols, firewalls, intrusion detection systems (IDS), and VPNs.

• Experience installing and maintaining physical and virtual servers based on the Linux operating system (RHEL and clones).

• Experience using Linux-based virtualization technologies (KVM, LibVirt, LXC) on physical hardware, or operating in a multi-cloud environment (AWS/Azure).

• Understanding of Cloud platforms (AWS, Azure, Google Cloud).

• Scripting experience (e.g., PowerShell) is considered an asset.

• ITIL 4 Foundation certification (preferred).

• Previous experience with JIRA Service Management (preferred).

• Prior customer service or call center experience (preferred).

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!