Associate Security Support Engineer

About the role

Appfire is looking for a highly organized, self-motivated, and technically proficient Associate Security Support Engineer to join our Information Security team. In this role, you will report to the Deputy CISO and manage the information security ticketing process, providing tier 1 and tier 2 support, and ensuring that security-related issues and requests are addressed efficiently and effectively. You will serve as the first point of contact for security events, provide technical support, and help maintain the organization’s security posture by coordinating responses to security tickets.

This role requires you to work remotely from East Coast (U.S.) time zone to align with global team time zones.

Your everyday tasks will include:

• Ticket Management:
  • Manage the information security ticketing system, ensuring all security-related tickets are logged, categorized, prioritized, and assigned appropriately.
  • Monitor ticket queues, track progress, and ensure timely resolution of security incidents and requests.
  • Collaborate with cross-functional teams to ensure security tickets are addressed in line with established SLAs (Service Level Agreements).
• Incident Response:
  • Serve as the initial point of contact for security events reported through the ticketing system.
  • Conduct initial tier 1 triage of reported security events and escalate to the SecOps team.
• Technical Support:
  • Provide technical support for end-users and internal teams on security-related issues.
  • Assist in the deployment and configuration of security tools and technologies using pre-defined processes as needed.
  • Document resolutions and workarounds for common security issues to build a knowledge base for future reference.
• Process Improvement:
  • Continuously review and improve the information security ticketing process to enhance efficiency and effectiveness.
  • Develop and implement best practices for ticket management, including guidelines for ticket prioritization, escalation, and resolution.
  • Generate reports on ticket metrics, including response times, resolution times, and recurring issues, to identify areas for improvement.
• Security Awareness and Training:
  • Assist in educating employees on how to report security events and requests through the ticketing system.
  • Collaborate with the GRC team to deliver training sessions and awareness programs on security best practices.
• Documentation and Reporting:
  • Prepare regular reports on the status of security tickets, highlighting trends, recurring issues, and areas of concern.
  • Ensure all security-related documentation is up-to-date and accessible to relevant stakeholders.

Skills and experience you'll need to succeed:

• Education: Degree in Information Security, Computer Science, Information Technology, or a related field is preferred.
• Experience: At least 1+ years of experience in IT support, security operations, or a related field, with experience in managing ticketing systems.
• Technical Proficiency: Strong understanding of information security principles, common security threats, and best practices.
• Analytical Skills: Ability to analyze and troubleshoot security incidents and issues effectively.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users.
• Organizational Skills: Strong organizational skills with the ability to manage multiple tasks and priorities effectively.
• Problem-Solving: Demonstrated ability to think critically and solve problems efficiently.
• Certifications: Relevant certifications such as CompTIA Security+, ITIL, or similar are a plus.

Tools and Technologies:

• Ticketing Systems: Experience with ticketing systems such as Jira, ServiceNow, or similar platforms.
• Security Tools: Familiarity with security monitoring tools, antivirus software, and endpoint protection solutions.
• Scripting/Automation: Basic knowledge of scripting languages (e.g., Python, PowerShell) is a plus for automating routine tasks.

Beyond the resume skills that match our culture and this role:

• You are dedicated to elevating client and co-worker experiences, knowing that exceptional work centers on serving others.
• You adapt swiftly to new business demands, understanding that change fuels collective and individual growth.
• You excel in communication, effectively connecting in remote/hybrid environments using tools like Slack, Zoom, and G Suite and through occasional in-person events.

We offer:

Financial benefits

• Every Appfire employee is eligible for company equity.
• 401(k) Matching Component.

Skills development benefits

• Access to the Appfire University learning platform – a hub of knowledge, interactive resources, and engaging instructor-led courses designed to fuel your learning journey with unparalleled depth and accessibility.
• Access to O’Reilly learning platform for technical skills training.

PTO, health & well-being

• 10 paid holidays + Flexible PTO – no set number of days that you must take in a year.
• 100% company-paid health insurance.
• 50/50 split dental and vision insurance.

Volunteering

• 24 hours of paid time off to participate in Appfire Town, Appfire’s Corporate Social Responsibility (CSR) Program.

Other

• Flexible Spending Accounts.
• Mobile phone and Internet stipend.

#LI-Remote