Security Engineer (Support)

At Appfire, we believe that great work happens when people get to choose how they work. After 20 years of creating software that empowers teams to break silos and collaborate seamlessly, we've learned that one size does not fit all. We’re a team of 800+ employees, working remotely across 28 countries. Our flagship products include: JXL, Comala Document Management, 7Pace Time Tracker, Jira Misc Workflow Extensions, and BigPicture.

Here you can read some of our customer stories: https://appfire.com/resources/resource-library/customer-stories

About the role

Appfire is looking for a Security Support Engineer to In this role, you will 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. You will report to the Deputy CISO, and be a member of the Information Security. 

You can choose to work from any location across India. Requires to travel whenever there are events planned at our Hyderabad office.  

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:

• 2-4 years of experience in IT support, security operations, or a related field, with experience in managing ticketing systems.
• Strong understanding of information security principles, common security threats, and best practices.
• Ability to analyze and troubleshoot security incidents and issues effectively.
• Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users.
• Strong organizational skills with the ability to manage multiple tasks and priorities effectively.
• Demonstrated ability to think critically and solve problems efficiently.
• Relevant certifications such as CompTIA Security+, ITIL, or similar are a plus.

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.
• You have exceptional coaching, mentoring, and people development skills.

We offer:

Market recognition

Appfire has been consistently recognized for company growth, culture, corporate social responsibility, and product excellence and has been included among the Deloitte Technology Fast 500, Inc. Best Workplaces, BuiltIn Best Places to Work, and Inc. 5000. Learn more about our accomplishments, which would not be possible without our team members, partners, and customers: https://appfire.com/awards.

Equal Employer Opportunity (EEO)  

Appfire is an equal opportunity employer and does not discriminate based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic as defined by applicable law. Our commitment extends to all employment practices, including recruitment, hiring, training, promotion, compensation, benefits, and termination.