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Director - Service Support and Operations, Securonix Threat Labs

Location: Addison, TX, United States
Date Posted: Nov 15, 2021

Job Description



Securonix provides the Next Generation Security and Information Event Management (SIEM) solution. As a recognized leader in the SIEM industry, Securonix helps some of the largest organizations globally to detect sophisticated cyberattacks and rapidly respond to these attacks within minutes. With the Securonix SNYPR platform, organizations can collect billions of events each day and analyze them in near real time to detect advanced persistent threats (APTs), insider threats, privilege account misuses and online fraud. Securonix pioneered the User and Entity Behavior Analytics (UEBA) market and holds patents in the use of behavioral algorithms to detect malicious activities. The Securonix SNYPR platform is built on big data Hadoop technologies and is infinitely scalable. Our platform is used by some of the largest organizations in the financial, healthcare, pharmaceutical, manufacturing, and federal sectors.  


We are looking for an experienced Service Support and Operations leader to join our team.  This role will play a “player coach” role and would play a critical function in Securonix Threat Labs team that is responsible for building the security analytics content, anomaly and threat detection models for the Securonix Snypr Next Generation SIEM platform and responding and providing awareness of advanced cyber and insider threats to our community. We’re seeking an individual with a SIEM administration/content development background to lead a team of technical experts to support customers with Security content and threat operations. Our team's mission is to continuously develop detection methods to address the constantly-shifting threat landscape and detect the latest real-world cyberattacks.


The candidate will be accountable for the Detection content service and other services offered by Securonix Threat Labs team regardless of where the technology components or professional capabilities reside. This includes reviews of reports and tickets with direct reports, other teams' members, managers, and senior internal stakeholders; as well as written, phone, and face-to-face communication directly with our customers. The candidate will provide leadership and guidance to team members to effectively accomplish operational plans and objectives. They will also be required to evaluate and improve their team’s performance through systematic feedback and documentation. Accordingly, they will provide the necessary information to senior managers and peer managers to understand customer issues and requirements, support loads as well as any other concerns. The candidate will have the responsibility to provide feedback to Engineering, Product Management and Quality Engineering departments to enhance the product and make any process improvements. The candidate  will work closely with our Customer Success Managers to resolve issues for their customers, identify areas of technology enablement  and support them with monthly/quarterly business reviews to inform them of the overall Detection content health.

Overview of the responsibilities - 

  • Build, develop and manage employees in the Service Operations and Support team globally. 
  • Serve as a senior technical liaison with the Securonix Engineering and Product Management teams. 
  • Provide technical coaching and review to others on the team
  • Drive accountability across Customer Success organization to ensure the best customer outcome always
  • Oversee the management of  customer communications and expectations until the closure of each case 
  • Work with the Securonix Technology Enablement and Documentation leadership team to develop and implement team training plans
  • Recommend product serviceability improvements
  • Manage a team of engineers to work with customers to resolve their most challenging troubleshooting situations, by phone, video teleconference, and email 
  • Develop and implement global practices that measure the effectiveness and performance of the Technical Support Function Define performance goals and milestones for each team member to build uponIncident Management: Chairs the crisis management team for high-priority incidents impacting the service owned. 
  • Problem Management: Plays a major role in establishing the root cause and proposed permanent fix for the service being evaluated.
  • Release Management: Is a key stakeholder in determining whether a new release affecting a service in production is ready.
  • Change Management: Participates in Change Advisory Board decisions, approving changes to the services they own.
  • Configuration Management: Ensures that all groups which maintain the data and relationships for the service that they are responsible for having done so with the level of integrity required.
  • Service Level Management: Acts as the single point of contact for a specific service, and ensures that the Service Catalog is accurate in relationship to their service. Accountable for all SLA/OLA standards and deadlines
  • Service Continuity: Understands and is responsible for ensuring that all elements required to restore their service are known and in place in the event of a crisis.

What you bring:

  • 7-10 years of experience in one of the following areas - SIEM content development, SIEM infrastructure management, SIEM administration
  • 3+ years’ experience in a customer-facing role.
  • Experience with one of our competitors: Splunk, Exabeam, Rapid7 or LogRhythm.
  • Experience on AWS a plus
  • Experience on Visualizations tools such as Splunk Search, Elastic Search, Grafana.
  • Experience working with ticketing systems such as JIRA, ServiceNow.
  • Experience with Linux, AWS, Hadoop and MySQL.
  • Bachelor's degree in Computer Science, Information Systems, and/or related experience preferred.

Leadership Skills:

  • Experience managing technical support/service delivery operations for customers.
  • Must be a self-starter, highly motivated with a positive attitude and should be able to work across global time zones.
  • A willingness to demonstrate ownership of problems. And mistakes.
  • A desire to collaborate with others – both on your team as well as other teams.
  • The ability to aggressively drive solutions to problems while maintaining a collaborative approach.
  • A desire to be responsible for the work effort of others. Experience directing the efforts of others as either a senior resource, team lead or supervisor/manager, or demonstrated readiness to assume this responsibility.
  • Experience interviewing and making hiring recommendations; supervising the performance of others; identifying and directing performance improvement efforts.

Other Skills:

  • Proven work experience as a Process Engineer, Business Operations or Customer Success Operations leader
  • Exceptional verbal, written, and interpersonal skills.
  • Understanding of the business impact of operations issues and the ability to identify, create and execute a remediation plan.
  • Strong analytical and technical problem-solving skills.
  • Ability to grasp technical concepts quickly and explain them to others.
  • Self-starter, multitasking, independent, responsible

Securonix, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Securonix complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Securonix expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability or veteran status. Improper interference with the ability of Securonix employees to perform their expected job duties is absolutely not tolerated.

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