Help AG is looking for an experienced Security Consultant who will be responsible for managing support requests for Help AG’s customers. The Security Consultant will receive requests via email and calls, handling them according to Help AG’s support workflow while maintaining continuous communication with customers regarding tickets, health checks, projects, and other technical work. Depending on business requirements, the consultant may work as a resident engineer at the customer site. Responsibilities include ensuring the proper use of tools (ticket system, time tracking) and documentation of requests, following up on escalations to meet Service Level Agreements (SLA), attending technical training, and achieving certifications as part of career development. The role also involves handling projects, proof of concepts (POC), and documentation, with a strong focus on customer satisfaction and high-quality work.
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Responsibilities:
- Manage technical support tickets from customers.
- Perform health checks for supported technologies.
- Engage in projects and pre-sales activities as required.
- Maintain the ticket system to meet SLA requirements.
- Communicate and interact with vendor support organizations and engineers.
Qualifications and Skills:
- More than 5 years of experience in technical Information Security.
- Experience in an enterprise environment handling technical support and projects.
- Bachelor’s degree in information security, IT, or equivalent experience.
- In-depth understanding of technical relations in complex environments.
- Preferred experience with certifications from vendors like F5 Networks, Broadcom, Palo Alto, Pulse Secure, OPSWAT, Infoblox, Ixia, and Fortinet.
- Excellent communication skills in English; Arabic is an advantage.
- Strong documentation and organizational skills.
- Understanding of information security concepts and related technologies.
- Strong background in TCP/IP networking for large-scale organizations.
- Flexibility based on job requirements.
- Ability to identify new work areas and set personal goals.
- Outstanding customer handling skills and goal-oriented demeanor.
Benefits:
- Health insurance with a leading global medical provider.
- Career progression through challenging projects.
- Employee engagement and wellness programs throughout the year.
- Excellent learning and development opportunities.
- Annual flight tickets to home country.
- Inclusive and diverse working environment.
- Flexible/hybrid working options.
- Open-door policy.
