LevelBlue LLC
Customer Technical Engineer
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LevelBlue reduces risk and builds lasting resilience so organizations can innovate and advance their mission with confidence. As the world’s most analyst-recognized and largest pure-play managed security services provider, LevelBlue elevates client outcomes that matter: stronger defense, faster response, and sustained business continuity. LevelBlue combines AI-powered security operations, advanced threat intelligence, and elite human expertise to provide the most comprehensive portfolio of strategic advisory, managed security, offensive security, and incident response services.
Job Summary:
LevelBlue is seeking a Professional Customer Technical Engineer to join our CTE team! You will join some of the industry’s brightest minds that provide our customers and partners with security value and outcomes. The CTE Team works closely with our LevelBlue Customer Success Management team to reach the desired security outcomes and ensure ongoing satisfaction for our largest customers. This role will allow the right candidate to grow and develop their skills in a supportive environment where they are able to influence change.
A good working knowledge of the LevelBlue products and services, and the 3rd party tools and technologies that their customers interact with, as well as customer relationship management skills, are required to ensure the Professional CTE can understand the customers' business goals and carry out the required tasks to deliver the solution.
Primary Responsibilities:
- Be assigned to LevelBlue Enterprise customers with responsibility for ongoing health of your assigned customers.
- Have a good understanding of designated customer environments, what they use to deploy and where they would like to protect.
- Quickly obtain a strong understanding of LevelBlue technology and platform for health troubleshooting activities.
- Take ownership of assigned customer technical escalations either through monitoring Zendesk or from the customers themselves seeking mentorship or advice from senior members of the team where required.
- Monitor support requests to ensure timely resolutions and advocate for changes to product and Operations processes to improve service quality and customer experience.
- Effectively communicate with both technical and non-technical resources by establishing personal relationships with assigned customer technical resources and decision makers.
- Work very closely with customers and their stakeholders to develop, maintain, and execute plans to make sure customers get the most value out of LevelBlue services.
- Work with senior members of the team to provide product feedback, technical feedback and escalate technical bugs to internal product management and engineering teams.
- Establish and maintain visibility to product roadmaps and continuously hone technical product knowledge.
- Assist in developing cross-departmental tooling.
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Required Skills and Experience:
- 2 – 4 years of relevant experience in a customer-facing technical engineer/support role.
- Working knowledge with data center infrastructure like physical server and networking platforms, VMWare or IaaS in public clouds such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud.
- Working knowledge of network configuration and troubleshooting.
- Understanding of security best practices related to Cloud, operating systems, and networks.
- Attention to detail in documenting information and ability to show ownership of follow through in customer resolutions.
- Understanding of Windows or Linux based operating systems/administration.
- Basic understanding of logging and data formats like XML, JSON & Syslog, web servers like IIS, Apache & NGINX.
- Basic understanding of network protocols like TCP/IP, DNS, HTTP, HTTP/s, TLS/SSL.
- Instinctual ability to troubleshoot technical problems.
- Strong written and verbal communications skills.
- Strong presentation skills.
- Comfortable combining technical expertise and customer facing skills to achieve customer goals.
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Preferred Skills and Experience:
- Understanding of compliance frameworks like PCI, HIPAA, SOX, GLBA or NIST is a plus.
- Understanding of scripting languages such as: Java, Bash, Perl, Python, PowerShell.
- Understanding of automation tools such as: Cloud Formation Templates, Chef, Puppet, Ansible.
Education:
- A high school diploma or equivalent is required; a college or university degree is a plus.
Why Join LevelBlue?
At LevelBlue, you’re not just an employee—you’re part of a team making a real difference in the world of cybersecurity. We foster a culture of innovation and creativity where your contributions are valued, and you’ll have the support and resources to grow and thrive.
This role is open to candidates legally authorized to work in the UK. At LevelBlue, we support flexible work and bring people together in person for key moments based on role, team, and business needs.
LevelBlue is committed to a culture of respect, inclusion, and equal opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other status protected under applicable law.
To all agencies: Please do not contact LevelBlue employees outside of the Talent Acquisition team. LevelBlue’s policy is to only accept resumes from agencies through its approved agency process and with a valid agreement in place. Any resume submitted outside this process will be considered the property of LevelBlue, and no fee will be paid if a candidate is hired from such a submission.
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