Information Security Engineer III is a key element within the Rackspace Infrastructure and Application Security team and is expected to provide a high level of technical support to our customers via the phone and ticketing system. The Network Defense Senior Engineer is also an escalation point within the team and provides support for the Security Engineers. The Network Defense Senior Engineer develops, improves, modifies, and assesses security architecture in a hosting-based environment. Responsibilities include conducting security assessments, providing technical consultations, and translating security requirements into physical and logical network designs. Network Defense Senior Engineers partner with other Rackspace teams and third-party vendors to resolve security issues and proactively pinpoint and address security holes in customer’s environments. A key responsibility is to identify ways to enhance a customer’s security posture within the network. The Infrastructure and Application Security team is primarily focused on hardware and software that supports network authentication (two-factor), web application (Web Application Firewall), and network security (Intrusion Detection/Prevention Systems). The role will also support many elements of the Rackspace Cloud product portfolio, including RackConnect.

JOB REQUIREMENTS

Key Accountabilities:

• Provide exceptional customer support via the phone and ticketing system

• Own level-appropriate customer requests and issues, seeing them through to resolution

• Escalate support requests to next level engineers and other support teams according to escalation procedures

• Troubleshoot monitoring alerts and create tickets accordingly

• Schedule and coordinate level-appropriate maintenances

• Monitor ticket response times and take appropriate actions to ensure team response time targets are met

• Collaborate with Account Managers and Business Development Consultants to build strong customer relationships

• Collaborate and share knowledge with other administrators on the support floor

• Review and sign off on defined policy and process standards

Key Performance Indicators:

• Wiki article creation contribution

• Ticket Contribution and Phone Availability: Working as a team to serve our customers, helping the overall team hit their metrics and maintaining individual metrics to be in line with peers.

• Customer rating on work done via tickets (aka NPS)

• High ticket review percent average

• High level of first pass yield on written or QC'd maintenances

PERSON SPECIFICATION:

Level-appropriate knowledge of and/or professional experience with:

The Network Defense Engineer has an expert knowledge of:

• Intrusion Detection System (IDS) and Intrusion Prevention System (IPS)

• Efficiently handle and respond to customer IDS Incident tickets

• Execute vulnerability scans, review results, and provide guidance with internal teams on how to remediate

• Provide payload analysis of related IDS packets

• Web Application Firewall (WAF) (Imperva WAF, Incapsula)

• Investigate and provide analysis to the customer based on WAF blocked events

• Knowledge of common web security vulnerabilities and recommended remediation

• Log Management

• Perform filtering on stored log messages and export that data to a report

• Two-Factor Authentication (Duo Security, RSA)

• Ability to perform user administration / configuration for user-based hardware and software tokens on two-factor authentication technology

• Firewalls (Cisco ASA/ASA-X, Juniper SRX)

• Load Balancers (F5 LTM, Citrix Netscaler)

• IPSEC and SSL VPN technologies

• Troubleshoot network connectivity using industry standard packet capture tools

• Services and protocols commonly used in hosting environments: web servers, database servers, mail servers, name servers

• DNS

• Networking concepts and devices (All OSI Layers)

• Provide guidance on different deployment strategies

• Maintain up to date vendor related roadmaps and scheduled releases

• Prepare and execute maintenances for Network Defense related items & devices

• Execute device firmware upgrades across various platforms based on security requirements / feature updates

The Network Defense Engineer is:

• Passionate about technology and has a desire to constantly expand technical knowledge

• Detail-oriented in documenting information and able to own customer issues through resolution

• Able to handle multiple tasks and prioritize work under pressure

• Demonstrate sound problem-solving skills coupled with a desire to take on responsibility

The ideal candidate possesses:

• A minimum of two years' experience in a related field

• A computer-related degree and/or relevant network/security certifications

• Excellent written and verbal communication skills: ENGLISH is a must. Interviews will be held in this language.

• A willingness to work weekends, after hour shifts and/or holidays when required as the business dictates

• CCNA (R&S, Security, or CyberOps) certification is a plus

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We are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.

 

 

Though we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.