[Hiring] Senior Client IT Support & Security Engineer @ComplyAuto

Role Description

Do you enjoy working directly with clients, solving technical problems, and helping businesses strengthen their cybersecurity? ComplyAuto is seeking an experienced IT professional who combines strong customer service skills with hands-on expertise in vulnerability management and Endpoint Detection and Response (EDR).

In this individual contributor role, you will:

• Support external customers using ComplyAuto and partner solutions.
• Troubleshoot technical issues and help clients address security vulnerabilities.
• Work directly with client contacts and their IT providers to implement practical solutions and explain technical issues clearly.

What You'll Do

• Provide external client IT support.
• Serve as a primary technical contact for clients and ComplyAuto's managed service provider (MSP).
• Monitor ComplyAuto's MSP performance, escalate tickets to drive client satisfaction.
• Provide tier-2 support for ComplyAuto Privacy security devices, troubleshooting configuration and network communication issues to permit scanning.
• Help clients manage and remediate vulnerabilities.
• Assist clients in reviewing vulnerability scan reports to identify affected systems, security gaps, and remediation requirements.
• Help clients decide how to prioritize findings based on severity, exposure, and potential business impact.
• Recommend remediation steps, such as software updates, patches, and configuration changes, with supporting product documentation.
• Support EDR and related security solutions.
• Advise on general security and configuration settings for Sophos and Coro EDR and Cisco Duo.
• Escalate tickets to vendor account representatives to maintain client satisfaction.
• Assist during client security incidents to drive resolution.
• Evaluate prospective security and IT tools for new client reselling opportunities.
• Improve service delivery.
• Document work in the ticketing system, monitor the queue, create tickets for requests received outside the system, and drive and follow issues through closure.
• Manage Client Service ticket categorization to identify recurring issues, and generate corresponding support documentation.
• Improve support workflows and IT service management processes by using ticketing system automation.
• Stay current on relevant security threats, technologies, and product capabilities.

Qualifications

• At least eight years of IT experience, including direct technical support for external clients.
• Demonstrated experience supporting multiple customer environments through a managed service provider, IT consulting firm, software company, or similar organization.
• Hands-on EDR experience, including agent deployment, administrative console management, policy configuration, alert investigation, and troubleshooting.
• Practical vulnerability management experience, including interpreting scan reports, implementing technical fixes, and verifying remediation.
• Experience implementing and supporting MFA.
• Strong troubleshooting skills and the ability to work independently, prioritize competing needs, and follow issues through resolution.
• Clear communication skills and the ability to explain technical information to nontechnical clients.
• Familiarity with IT service management tools and practices.
• A bachelor's degree in information technology or a related field, or an equivalent combination of education, training, and experience.

Preferred Qualifications

• Experience providing IT support to automotive dealerships or dealer groups.
• Familiarity with ITIL, COBIT, or similar frameworks.
• Relevant IT or cybersecurity certifications, such as CISSP or CCSP.
• Availability during Eastern or Central time zone business hours.

Compensation & Benefits

• Base salary range of $155,000 to $165,000 commensurate with experience and skills.
• 401(k) $1 to $1 match up to 5%.
• Medical, dental, and vision insurance; we pay 100% of premiums for employee and family.
• HSA contribution for qualifying plans.
• Unlimited paid time off and 11 observed holidays.
• Full-time remote opportunity, equipment provided.