Remote Front-Line Security Support (SOC)

CyberMaxx, Inc.; Manila, Hinoba-an; On-site; PHP 446,000 - 737,000; Full time

Job summary

CyberMaxx, Inc. is seeking a dedicated Front-Line Support professional to serve as the first point of contact for the Security Operations Center (SOC) and the Operations Engineering team.

This fully remote role requires support for U.S.-based clients from the Philippines, handling inbound contacts, triaging tickets, and providing first-level resolutions on identity, endpoint, and access-related requests. You will document all interactions in Jira, escalate complex issues, and maintain continuous

Qualifications

• Minimum of 2 years’ experience in IT support.
• Experience in technical support and customer service within a BPO company.
• Experience handling U.S.-based clients/customers.
• Experience with Jira is required.
• Strong problem-solving skills and ability to work under pressure.
• Eagerness to learn and adapt to new technologies.
• Strong communication skills, both verbal and written.
• Demonstrated experience with the security industry including an understanding of best practices, risk mitigation, and compliance frameworks.

Responsibilities

• Answer inbound calls and route them to the appropriate department based on a call tree.
• Serve as the first point of contact for customer support requests.
• Assist customers with portal access issues, including password resets and login troubleshooting.
• Escalate unresolved or complex issues to the appropriate internal team.
• Document all interactions and resolutions in Jira.
• Maintain consistent coverage across 24-hour shifts, 7 days a week.
• Perform inbound ticket triage — categorize, prioritize, and route incoming tickets.
• Support Incident Response (IR) rapid response efforts.
• Process portal access provisioning.

Tools

Jira

Microsoft 365

Splunk

SentinelOne

Thinkst

Job description

CyberMaxx, Inc. is seeking a dedicated Front-Line Support professional to serve as the first point of contact for the Security Operations Center (SOC) and the Operations Engineering team.

This fully remote role requires support for U.S.-based clients from the Philippines, handling inbound contacts, triaging tickets, and providing first-level resolutions on identity, endpoint, and access-related requests. You will document all interactions in Jira, escalate complex issues, and maintain continuous