Heimdal®

Security Engineer

• Assist clients in configuring and optimizing Heimdal products
• Respond to client inquiries and identify alternative solutions for issue resolution
• Continuously improve service quality based on customer feedback and suggestions
• Interact with clients in writing and by phone to identify issues and find solutions
• Provide technical support for MXDR clients, including troubleshooting, diagnosing, and resolving software- or client-reported issues while adhering to SLAs
• Collaborate with Sales, Development, and Quality Assurance teams on implementation and ongoing support of MXDR solutions
• Deliver remote and on-site training sessions for clients and partners
• Work on-call and provide 24x7 support for critical client issues
• Identify product improvement opportunities and provide feedback to Development
• Monitor, manage, and configure security tools; review and escalate incidents
• Respond to attacks, assess attack scope and affected systems, and collect data for analysis
• Prepare product or service reports by gathering and analyzing customer information
• Create and deliver feedback reports to Quality Assurance, Development, and Marketing
• Provide requested general and customized information
• Maintain customer-service quality standards
• Identify and implement procedures based on client requests

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MXDR Security Engineer