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Security L2 Technical Support Team Lead - Genea Energy Partners
Software Engineer
Lead a Tier‑2 security support team delivering cloud‑based physical security and HVAC solutions, handling complex incidents, driving process improvements, and mentoring engineers on SaaS and networking technologies.
About the role
Key Responsibilities
- Oversee daily operations of the L2 security support team, ensuring timely resolution of complex incidents across cloud‑based physical security and HVAC platforms.
- Act as the primary escalation point for high‑severity tickets, performing deep‑dive troubleshooting on networking, authentication, and platform integration issues.
- Implement and refine incident‑management processes following ITIL best practices to improve mean time to resolution (MTTR) and customer satisfaction.
- Mentor and coach engineers, conduct performance reviews, and facilitate knowledge‑sharing sessions to build technical expertise.
- Collaborate with product, engineering, and security operations to provide feedback for product enhancements and to drive root‑cause analysis initiatives.
Requirements
- 5+ years of technical support experience in a SaaS or cloud security environment, with at least 2 years in a supervisory or lead role.
- Strong knowledge of network protocols, authentication mechanisms, and cloud security architectures (e.g., VPN, TLS, IAM).
- Proficiency with incident‑management tools and ITIL frameworks; proven ability to improve support processes.
- Excellent problem‑solving and communication skills, capable of translating technical concepts for both technical and non‑technical stakeholders.
- Hands‑on experience with Linux/Windows environments and scripting (e.g., PowerShell, Bash) for automation and diagnostics.