Support Engineer

3 hours ago

Manila, National Capital Region, Philippines TD SERVICES PHILIPPINES INCORPORATED Full time ₱30,000 - ₱60,000 per year
Key Responsibilities

  • Monitor security and service alerts from Cloudflare and other sources using the Sumo Logic SIEM platform, including:

  • WAF rule triggers

  • Zero Trust policy violations
  • DDoS or rate-limiting events
  • Suspicious DNS/cache behaviors
  • Review email-based alerts for predefined fault conditions (e.g., agent offline, backup failure, endpoint disconnection, login anomalies).

  • Triage and respond to L1 alerts:

  • Classify severity and potential impact

  • Cross-check with threat intelligence tools
  • Correlate events with known IoCs
  • Log incidents and support requests in the ITSM system (e.g., ManageEngine), including full context and timestamps.
  • Escalate qualified incidents to L2/L3 engineers or the global support team with enriched notes, logs, and timeline data.

  • Respond to customer tickets related to:

  • Cloudflare WAF false positives or blocked IPs

  • DNS resolution or routing issues
  • Exabeam agent health, telemetry gaps, or connection issues
  • Endpoint alert triage or status checks

  • Maintain accurate shift handovers, including:

  • Summary of ongoing incidents

  • Alert patterns or trends
  • Pending escalations and follow-ups
  • Adhere to standard operating procedures (SOPs), runbooks, and response workflows.
  • Contribute to the ongoing improvement of alert handling documentation and first-response playbooks.
Minimum Requirements
  • Diploma or Degree in IT, Computer Science, or Cybersecurity

  • 1–2 years experience in:

  • L1 IT support or SOC/NOC operations

  • Email-based alert triage and SIEM monitoring

  • Working knowledge of:

  • Cloudflare (WAF, DNS, Zero Trust)

  • Sumo Logic or other SIEM platforms (Splunk, Sentinel, Wazuh, etc.)
  • Cybersecurity concepts (endpoint protection, phishing, MFA, patching)
  • Networking fundamentals (IP, DNS, traceroute, firewall basics)
  • Comfortable working night shift (typically 9PM–6AM SGT) in a remote 24x7 team environment
  • Clear and concise documentation and incident communication skills
Desirable Skills

  • Prior exposure to:

  • Cloudflare Dashboard or API logs

  • Exabeam or similar UEBA/XDR tools
  • Threat intelligence feeds (AbuseIPDB, GreyNoise)

  • Experience with:

  • ManageEngine, ServiceNow, or other ITSM platforms

  • Endpoint detection tools (e.g., CrowdStrike, SentinelOne)
  • Basic scripting or log parsing (e.g., PowerShell, Bash, Python)

  • Certifications (preferred but not required):

  • ITIL v4 Foundation

  • CompTIA Security+, Network+
  • Cloudflare Specialist Badges (WAF, Zero Trust)

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