Incident Response Analyst (Support Engineer)

• Troubleshoot and resolve endpoint installation, configuration, connectivity, and performance issues across Windows, macOS, and Linux environments.
• Perform deep-dive analysis using system logs, traces, and debug data to identify root causes.
• Document all reported issues, diagnostic steps, and resolutions in the ticketing system for knowledge sharing and trend analysis.
• Escalate unresolved or complex cases to Tier 3 Engineering or R&D teams with detailed findings and replication steps.
• Proactively identify recurring problems and recommend product or process improvements to reduce break/fix volume.
• Collaborate with internal teams (Support, QA, R&D, Product Management) to drive rapid resolution of high-impact incidents.
• Maintain high standards of communication with customers, ensuring timely status updates and clear explanations of findings and solution

Required Qualifications

• 3+ years of experience in technical support , end point administration or troubleshooting
• Perform incident response and forensic analysis of compromised systems, identify and provide recommendations for remediation
• Formulate and direct incident response efforts, prioritize those response efforts, and create legible incident reports that describe the compromise vector, attacker methodologies and artifacts
• Strong knowledge of OS troubleshooting (Windows, macOS, Linux), including tools like Wireshark and Windows debugging.
• Familiarity with cloud platforms (Azure, AWS, Linux, macOS) and directory services (EntraID/Active Directory).
• Understanding of threat prevention tools and SIEM integration.
• Knowledge of hardware components (BIOS, EFI, hard drives) and MDM/UEM platforms.
• Experience with ServiceNow or Salesforce ticketing systems.
• Ability to manage multiple support cases under tight deadlines while maintaining attention to detail.

Preferred Skills

• Previous experience with Check Point Products.
• Experience with scripting and automation (PowerShell, Python, batch scripting).
• Experience with MDM tools such as Intune, JAMF, and WorkSpace One.
• Experience with forensic investigation and CIRT processes.
• API integration and web developer tools knowledge.
• SQL and database querying experience.
• Cybersecurity certifications such as Security+, CISSP, CEH are a plus.
• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or related field.

Soft Skills

• Strong teaching and communication abilities—able to translate technical jargon into clear language.
• Creative problem-solving and customer-focused mindset.
• Team-oriented with a collaborative approach.
• Humble and curious—willing to ask questions and learn.