Security Platform Specialist

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

General Summary:

The Security Platform Specialist is responsible for providing initial triaging of support requests and managing the ticket queue to ensure that all support requests are resolved in a timely manner. This role works in partnership with cross-functional teams to provide support to partners on ConnectWise security platforms.

Essential Duties & Responsibilities:

• Provides support to cross-functional teams, with a high attention to detail
• Researches, analyzes, and documents findings
• May influence others within the Security Service team through the explanation of facts, policies, and practices
• Monitors and manages a wide range of inbound support requests
• Troubleshoots issues within the ConnectWise security platforms and supported third-party integrations
• Assists with building reports, rules/event notifications, and other content within the ConnectWise security platforms based on partner requests

Knowledge, Skills, and/or Abilities Required:

• Ability to work independently on projects and processes with general supervision
• Practical knowledge of the applicable work area
• Ability to situationally adapt and understand new technology/processes as per partner requirements
• Strong customer service, analytical, and communication skills
• Knowledge of Managed Threat Detection (MDR) and Security Information and Event Management (SIEM) solutions
• Knowledge of cybersecurity controls and frameworks, including Critical Security Controls 20 (CIS) and National Institute of Standards and Technology Cybersecurity Frameworks (NIST CSF)

Educational/Vocational/Previous Experience Recommendations:

• Bachelor’s degree in a related field or equivalent business experience
• 3 years of relevant experience

Working Conditions:

• hybrid

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.