Customer Service Front Line- Philippines

Apply Description At CyberMaxx, we believe it is our duty to defend against those committed to wide-scale societal disruption through cyberattacks. We help our customers reduce risk by tightly integrating MDR with offensive security, threat hunting, security research, and digital forensics and incident response (DFIR) to continually adapt to new and evolving threats. Our modern MDR (Managed Detection & Response) approach is tailored to the unique characteristics and risk factors of each customer, enabling us to take full ownership of the response process and, optionally, manage key security controls. By thinking like an adversary and defending like a guardian, we help our customers stay a step ahead of threat actors. We are seeking a dedicated Front-Line Support professional to serve as the first point of contact for the Security Operations Center (SOC) and the Operations Engineering team. This role is critical to smooth technical support operations — handling inbound contacts, triaging tickets, performing first-level resolution on identity, endpoint, and access-related requests, supporting incident response, and escalating complex concerns to the appropriate teams. The ideal candidate combines strong communication skills with hands-on technical support experience and thrives in a fast-paced environment supporting U.S.-based clients. Job Type & Schedule: Full-time, 40 hours per week, 8 hours per day with 1hour unpaid break Monday to Friday, shifting schedule (may include weekend and overnight shifts) THIS POSITION IS REMOTE BUT MUST BE LOCATED IN THE PHILLIPPINES. What You’ll Do Answer inbound calls and route them to the appropriate department based on a call tree Serve as the first point of contact for customer support requests Assist customers with portal access issues, including password resets and login troubleshooting Escalate unresolved or complex issues to the appropriate internal team Document all interactions and resolutions in Jira Maintain consistent coverage across 24-hour shifts, 7 days a week General (SOC & Operations Engineering) Serve as the first point of contact for SOC and Operations Engineering support requests Perform general ticket triage — categorize, prioritize, and route incoming tickets Document all interactions, actions taken, and resolutions in Jira Escalate unresolved or complex issues to the appropriate internal team Maintain consistent coverage across 24-hour shifts, 7 days a week Microsoft 365 (M365) Perform password resets Support transition of tenants/users to Microsoft 365 Lighthouse Verify and confirm user permissions Endpoint Detection & Response (EDR) Perform basic EDR troubleshooting Apply individual agent updates Install and uninstall agents Implement basic exclusions Access Requests Process and provision access requests for NextCloud, SentinelOne (S1), and Thinkst Elastic Create Aegis integrations for new clusters SOC-Specific Responsibilities Handle inbound phone calls as the front-line point of contact Perform inbound ticket triage and escalation Support Incident Response (IR) rapid response efforts Conduct portal demos for clients Process portal access provisioning Run reporting functions within internal portal and client ticketing system Implement IP blocks 3+ years of experience in network security or firewall engineering, preferably in an MSSP/MDR environment Hands-on experience with enterprise firewall platforms (e.g., Palo Alto, Fortinet, Cisco, Check Point) Strong understanding of networking fundamentals (TCP/IP, routing, DNS, segmentation) Intermediate level expertise with static routing and dynamic routing using dynamic routing protocols, such as OSPF, BGP etc. Intermediate level experience with end-to-end network connectivity troubleshooting Experience with security operations workflows and incident response Familiarity with SIEM tools (Splunk, Sentinel, QRadar, etc.) Experience with VPNs, IDS/IPS, and network traffic analysis Ability to assess and respond to real-time security threats Qualifications: Minimum of 2 years’ experience in IT support role Experience in technical support and customer service within a BPO company Minimum of 2 years handling U.S.-based clients/customers Experience with Jira is required Strong problem-solving skills and ability to work under pressure Eagerness to learn and adapt to new technologies Strong communication skills, both verbal and written Demonstrated experience with the security industry including an understanding of best practices, risk mitigation, and compliance frameworks. Technical Requirements: Internet speed of at least 100 Mbps with a reliable backup connection CyberMaxx will consider all qualified applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran or military status, age, genetic information, or other characteristics protected by federal, state, or local applicable law.