L2 Technical Support Engineer

About the Role

We are seeking a Level 2 Support Technician to provide triage, investigation, and resolution support for Carbon Black Endpoint Security solutions. This role will field queries via phone, email and web portal in our CRM solution. Queries will range in complexity from “how to” questions through involved debugging and troubleshooting efforts when tracking down operational anomalies.  The individual should be comfortable living in both the Support and Engineering environments; translating internal Engineering-speak into clear concise directions for customers and vice versa. The Level 2 technician will serve as an escalation point for Level 1 and collaborates closely with Level 3 engineering, incident response, and command center teams for complex or high-impact incidents.

This is a great opportunity for someone with a background supporting commercial software that has a passion for diving into complex technical issues and also has an interest in building their Security expertise!

What You'll Do

Incident and Ticket Management

• Receive and manage escalated tickets related to Carbon Black products
• Perform in-depth triage, analysis, and troubleshooting of security alerts and incidents
• Prioritize and resolve tickets according to severity, impact, SLA and ensure timely follow-up
• Document findings, actions taken, and resolution details clearly in the ticketing system
• Identify recurring issues and contribute to knowledge base articles
• Support onboarding of endpoints and verification of successful deployment
• Assist with platform maintenance tasks as authorized
• Ensure compliance with security, access control, and change management policies

Carbon Black Support and Troubleshooting

• Assist customers in the installation and deployment of Carbon Black’s software products
• Investigate endpoint detections, alerts, and policy violations
• Analyze endpoint behavior, process activity, and threat indicators
• Validate sensor health, connectivity, and version compliance
• Assist with policy tuning to reduce false positives
• Support containment and remediation actions under defined procedures

Escalation

• Escalate unresolved or advanced issues to L3 or Incident Response teams
• Escalate critical customer situations to the appropriate level of management and engineering expertise
• Participate in major Carbon Black support incident bridges impacting customers when required
• Communicate effectively with internal teams and stakeholders during incidents
• Provide clear handoffs and escalation notes

Who We're Looking For

• 2–4 years of experience in IT support, security operations, or endpoint security
• Hands-on experience supporting Carbon Black (CB Defense / CB Cloud / EDR)
• Strong understanding of:
  • Endpoint security concepts
  • Malware and threat behavior
  • Windows and/or macOS operating systems
• Experience working with ticketing systems (e.g. Salesforce)
• Ability to follow incident response and escalation procedures
• Strong documentation and communication skills
• Excellent analysis and debugging skills

Preferred Qualifications

• Experience in a SOC, NOC, or security operations environment
• Familiarity with:
  • EDR/XDR platforms
  • SIEM tools
  • Basic networking concepts
  • Software distribution, patch management, and anti-viral technologies
  • Relational/No SQL Databases (MS SQL Server/Oracle/MongoDB, etc…)
  • Linux platform experience with supporting technologies/products
• Programming experience a plus
• Security certifications (nice to have)
  • Security+
  • Carbon Black training/certification
• Experience supporting enterprise or retail environments

Key Competencies

• Strong analytical and troubleshooting skills
• Ability to remain calm and methodical during security incidents impacting customers
• Attention to detail and disciplined documentation
• Customer-focused mindset with security-first approach
• Ability to function as an individual contributor and/or a member of a team

Location: Remote - US

#LI-REMOTE

Key Skills

At Shyft Global Services, a TD SYNNEX Company, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.

What’s In It For You?

• Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
• Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
• Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
• Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
• Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.

Don’t meet every single requirement? Apply anyway.

At Shyft Global Services, a TD SYNNEX Company, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!

We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.