Security Engineer - Customer Support

Marlabs Inc.; Indianapolis, Northern (IN, KY); Hybrid; USD 85,000 - 110,000; Full time

Job summary

Marlabs Inc. is seeking a Security Engineer - Customer Support to serve as the primary contact for users of application and cloud security tools.

You will guide teams in adopting security platforms, explain findings, and remediate issues with a strong emphasis on customer experience. Ideal candidates bring 2+ years in security-focused roles, familiarity with OWASP Top 10 and cloud security, and proven ability to translate technical concepts for non-security audiences.

Qualifications

• 2+ years of experience in security engineering or related role supporting security tools.
• Knowledge of application and cloud security concepts (OWASP Top 10, IAM, vulnerability remediation).
• Experience with enterprise ticketing platforms (ServiceNow) and SLA-driven support.
• Ability to explain security concepts to non-security audiences and provide remediation guidance.

Responsibilities

• Prioritize and resolve security-related requests in ServiceNow per SLAs.
• Onboard teams to security tools with setup guidance and education.
• Explain findings, risks, and remediation actions to users.
• Provide hands-on support and escalate complex issues to engineering.
• Collaborate with security, engineering, and operations to improve support experience.
• Develop knowledge base, runbooks, and identify automation opportunities.

Skills

Security engineering

Customer support

Incident management

ServiceNow

Application security

Cloud security

Troubleshooting

Documentation

Tools

ServiceNow

Job description

Marlabs, a global AI and Digital Solutions Consulting firm, delivers intelligent solutions across AI, data, analytics, and product engineering. Since 2000, we have partnered with some of the largest healthcare, life sciences, financial services, and government organizations worldwide. As we continue to expand our global footprint, we have an exciting opportunity for a highly skilled Security Engineer - Customer Support to join our innovative and dynamic team.

Security Engineer - Customer Support | About You

As a Security Engineer - Customer Support, you will serve as the primary point of contact for users of application security and cloud security tools, helping teams understand, adopt, and effectively remediate security findings. You will work closely with application teams, cloud administrators, and security stakeholders to provide guidance, troubleshoot issues, and support the successful use of enterprise security platforms. The ideal candidate combines foundational security knowledge with strong customer service skills, enabling them to translate complex security concepts into actionable, business-friendly recommendations.

Security Engineer - Customer Support | Day-to-Day

• Manage and prioritize security-related requests through ServiceNow or similar ticketing platforms, ensuring timely resolution and adherence to established SLAs.
• Onboard application teams and cloud stakeholders to security tools, providing setup guidance, user support, and education on platform capabilities.
• Analyze and explain application security and cloud security findings, helping users understand risks, impacts, and recommended remediation actions.
• Provide hands-on support and troubleshooting for security tool usage, escalating complex issues to engineering teams when necessary.
• Collaborate with security, engineering, and operations teams to improve customer experience, streamline issue resolution, and identify recurring challenges.
• Develop and maintain knowledge base articles, support documentation, runbooks, and process improvements while identifying opportunities for automation and operational efficiency.

Security Engineer - Customer Support | Skills & Experience

• 2+ years of experience in Security Engineering, Security Operations, Technical Support, DevSecOps, or a related security-focused role supporting security tools and platforms.
• Working knowledge of application security and cloud security concepts, including OWASP Top 10, SAST, DAST, IAM, network security, cloud security posture management, and vulnerability remediation practices.
• Experience working with ServiceNow or similar enterprise ticketing platforms, including queue management, SLA-driven support, and incident/request tracking.
• Strong customer-facing communication and problem-solving skills, with the ability to explain technical security concepts to non-security audiences and provide actionable remediation guidance.
• Familiarity with enterprise security tools and modern technology environments, including CNAPP platforms, security scanning solutions, cloud platforms (AWS, Azure, or GCP), scripting/automation tools, and CI/CD concepts.