Service Delivery Engineer
Permanent - Full TimeJob Overview
This is an exciting opportunity for a service delivery engineer (SDE) to play a key role in operating our innovative managed services. Working across our managed detection and response (MDR) and extended detection and response (XDR) offerings, the individual will be responsible for supporting customers throughout their time with Solis, from their initial technical onboarding to regular health checks and maintenance to ensure the service runs smoothly and effectively.
This is a customer-facing role requiring strong verbal and written communication skills. Foundational technical knowledge is also key to ensure our tools are deployed and configured correctly. The candidate will also support the ongoing improvement of service delivery processes.
Key Responsibilities
Onboarding and Maintenance
- Ensure that new Solis customers are promptly onboarded to our services, providing guidance on the deployment of security tools and ensuring optimal and consistent configuration
- Monitor the status of our customer environments, ensuring that our tooling is healthy and up-to-date, and take remedial action where issues are detected
- Work closely with the Account Management team to ensure customer needs are met
- Provide our Support Engineers with information regarding customer environments and tooling to facilitate the handling of support requests
Service Development
- Provide ongoing feedback on processes, and support the development of documentation, templates, and training material
- Identify areas where service delivery processes can be improved and/or automated, and contribute to the development of scripts and workflows
Skills, Knowledge and Expertise
- Familiarity with EDR/XDR tooling, deployment, configuration, common scripting languages and concepts (e.g. PowerShell, REST APIs)
- Understanding of incident response processes and the incident response lifecycle
- Strong organisational and time management skills