Job Description: Managed Service Lead Security Administrator
Whether you're an experienced professional or just getting started, your contributions matter at Fortra. For over 40 years, our employees have enjoyed rewarding careers that challenge them, support their growth, and inspire them to think and act boldly to make a real impact. If you're passionate about tackling meaningful challenges alongside talented team members committed to helping each other succeed, all while having lots of fun, we want to hear from you. We offer competitive benefits and salaries, personal and professional development opportunities, flexibility, and much more!
At Fortra, we're breaking the attack chain. Ready to join us?
The primary responsibilities of the Managed Service Lead Security Administrator focus on assisting Managed Service Customers with data protection tasks. This includes policy/rule management, agent configurations, and health checks. The role involves participating in regular customer calls with Customer Success Managers and Security Analysts, providing guidance and support to customers and internal partners.
What You'll Do
* Perform ongoing policy and rule management, console configuration, health checks, policy upgrades, and solution health monitoring.
* Create advanced custom rules based on specific customer requirements.
* Manage customer cases, including timely responses, status updates, escalations, and documentation.
* Troubleshoot complex agent performance issues and perform configuration changes as needed.
* Engage directly with customers to facilitate troubleshooting and artifact collection.
* Coordinate with customers and ensure effective case resolution.
* Participate in training to stay current with product features and functionalities.
* Handle application and forensic reporting, data export, and setup of integrations.
* Support change management processes with clear documentation.
* Monitor system health metrics proactively, including resource utilization and job statuses.
* Collaborate with cross-functional teams to maintain secure and stable infrastructure.
* Guide and assist team members with complex tasks.
Qualifications
* 8+ years of customer-facing technical application support experience in SaaS, Cloud, or managed services environments.
* 4+ years of experience with Digital Guardian solutions, including developing rules and policies.
* Bachelor's degree in computer science, MIS, or related field, or equivalent experience.
* Multiplatform fluency with Linux, OSX, and Windows.
* Familiarity with VMware/HyperV virtualization technologies.
* Knowledge of scripting languages such as PowerShell, VBS, or batch scripting.
* Proficiency with Windows, OSX, and Linux system administration and troubleshooting.
* Strong prioritization, time management, and problem-solving skills.
* Experience with MSI and Shell Script package creation for Linux and OSX.
* Advanced endpoint debugging skills.
* Basic understanding of MSSQL, database concepts, and backup/recovery processes.
* Experience with Microsoft Dynamics 365 or similar case management tools.
* Excellent communication and customer expectation management skills.
* Ability to use remote utilities for customer interaction.
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