Operations Support Specialist - Remote

Center for Internet Security, Inc.; United States; Remote; USD 47,000 - 78,000; Full time

Benefits offered by this job

Health insurance

Dental & Vision insurance starting day

401(k) with 4% company match

Paid PTO and holidays

Tuition reimbursement

Employee assistance program

Job summary

Center for Internet Security is seeking an Operations Support Specialist within the Information Technology department to join the Security Operations Team. You will triage monitoring issues, assist with onboarding and troubleshooting, and coordinate with vendors to resolve problems for U.S.

State, Local, Tribal, and Territorial networks. You will also support Linux/Windows environments, assist with sensor hardware shipments, and contribute to QA for new products.

Qualifications

• Bachelor’s degree in Computer Science or related field.
• 4+ years’ experience as Security or Network Administrator.
• Working knowledge of security methodologies, processes, and security solutions (firewalls and IDS).
• Strong knowledge of TCP/IP, network analysis, and security applications.
• Linux and Windows command line experience.
• Excellent customer service skills.
• Must be authorized to work in the United States.

Responsibilities

• Triage issues related to network security device monitoring.
• Timely response and handling of lower tier support issues through resolution and escalation.
• Troubleshoot and replicate customer issues with CIS monitoring services and cybersecurity products.
• Act as liaison between third‑party vendor and customer to troubleshoot problems and coordinate outages.
• Assist with configuration, inventory tracking, and shipping of Albert hardware sensors.
• Coordinate with SOC Analysts and other teams to support off‑hours work.
• On‑call availability to respond to critical incidents.
• Provide positive customer support experience for internal stakeholders and members.
• Assist teams in replicating issues, testing fixes and QA of new products.
• Other tasks as assigned.

Skills

TCP/IP knowledge

Network analysis

Linux

Windows CLI

Security devices

Customer service

Authorized to work in US

Education

Bachelor’s Degree in Computer Science or related field

Tools

Perl

Python

Bash

Ansible

Suricata

Job description

The Operations Support Specialist is part of the Information Technology department, which resides on the Support team and reports to the Operations Support Manager. As part of the Security Operations Team at CIS, the Operations Support Specialist will work with members to on‑board, support, and troubleshoot issues on the infrastructure used to monitor U.S State, Local, Tribal, and Territorial (SLTT) government networks.

What You’ll Do:

• Triage issues related to network security device monitoring
• Timely response and handling of lower tier support issues through resolution and escalating as required
• Troubleshoot and replicate customer issues with the CIS network monitoring services, cloud‑based applications/services, and cybersecurity products including within customer environments and systems
• Act as a liaison between a third‑party vendor and the customer to troubleshoot technical problems, coordinate device maintenance and outages, as well as perform general support activities
• Assist with the configuration, inventory tracking, and shipping of Albert hardware sensors
• Effectively transition action items to and from Security Operations Center (SOC) Analysts and other teams to support off‑hours, product related work
• On‑call availability to respond to critical support incidents
• Provide positive customer support experience for internal stakeholders and members
• Assist internal teams in replicating issues, testing fixes and workarounds, and assist with quality assurance (QA) of newly developed and enhanced products
• Other tasks and responsibilities as assigned

What You’ll Need:

• Bachelor’s Degree in Computer Science or related field*
• 4+ years’ experience as a Security or Network Administrator, or equivalent knowledge
• Working knowledge of various security methodologies, processes, and technical security solutions (firewalls and intrusion detection systems)
• Strong knowledge and experience with TCP/IP protocols, network analysis and network/security applications
• Strong experience with Linux and Windows command line
• Strong experience troubleshooting applications in Windows, Mac, and Linux environments
• Strong attention to detail
• Excellent customer service skills
• Must be authorized to work in the United States

It’s a Plus if You Have:

• Good working knowledge of Unix Operating Systems
• Experience with common scripting and programming languages such as Perl, Python, Ansible, and Bash
• Knowledge of IDS technologies (i.e. Suricata)
• Knowledge of Agile methodologies

Additional years of relevant experience or a combination of an Associate’s degree or equivalent and relevant experience may be substituted for the Bachelor’s degree.

At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.

Compensation Range: USD$34.47 - $56.88

• Health (PPO, EPO, HSA)
• Dental & Vision Insurance eligibility starting from the first day of hire
• $500 wellness card for Health Coverage Participants
• 401(k) with 4% Company Match, vested from the first day of hire
• Flexible Spending Account (FSA) & Dependent Care Account (DCA)
• Life Insurance Bonding Leave
• Paid Volunteering Program
• Bonus eligibility
• Paid Time Off (PTO) inclusive of vacation, personal and sick time
• Paid Holidays
• Wellness Program
• Employee Engagement Activities
• Professional Development Opportunities
• Tuition Reimbursement
• Student Loan PayDown Program
• Employee Referral program
• Employee Assistance Program

The Center for Internet Security (CIS) makes the connected world a safer place for people, businesses, and governments through our core competencies of collaboration and innovation.

We are a community‑driven nonprofit responsible for industry‑leading best practices for securing IT systems and data.

CIS has an award‑winning reputation for investing in its people, as well as continuous learning and development.

We offer our employees diverse opportunities to expand their impact personally and professionally, in their local communities, and among one another.

Core Leadership Principles drive our employees at every level of the organization, empowering them to be leaders in everything they do.

We lead a global community of IT professionals to continuously evolve these standards and provide products and services to proactively safeguard against emerging threats.

Our CIS Hardened Images provide secure, on‑demand, scalable computing environments in the cloud.

CIS is home to the Multi‑State Information Sharing and Analysis Center (MS‑ISAC), the trusted resource for cyber threat prevention, protection, response, and recovery for U.S. State, Local, Tribal, and Territorial government entities, and the Elections Infrastructure Information Sharing and Analysis Center (EI‑ISAC), which supports the rapidly changing cybersecurity needs of U.S. elections offices.