Job Overview

The Senior Consultant provides ongoing client support for complex technical performance issues, ensuring adherence to service level agreements and customer service excellence. The role may specialize in Network Security, Information Security, and/or Endpoint Security, acting as a subject matter expert and primary technical owner on assigned accounts. Responsibilities include driving process improvements, gaining efficiencies, and creating opportunities for improved workflow and automation.

Responsibilities

Services Delivery – 50% of job weight

• Manage complex technical questions and ticket escalations; monitor system performance.
• Identify and recommend technical deficiencies, service performance issues, product utilization, bugs, and enhancements.
• Recommend process improvements to drive efficiencies, reduce average time to troubleshoot, and reduce false‑positive alerts.
• Perform ongoing analysis and syst...