Center for Internet Security, Inc.

Cybersecurity Product Support Specialist - Remote

Job Locations US
Customer Support and Account Management
Regular Full-Time


CIS (Center for Internet Security) is the trusted guide to confidence in the connected world. CIS collaborates with the global security community to lead both government and private-sector entities to security solutions and resources. CIS is an independent, not-for-profit organization.


As part of the Security Operations Team at CIS, the Device Support Specialist will work with members to support and troubleshoot issues on the infrastructure used to monitor State, Local, Tribal and Territorial (SLTT) government networks.

What You'll Do

  • Timely response and handling of support issues through resolution
  • Troubleshoot and replicate customer issues with the CIS network monitoring services, cloud-based applications/services, and cybersecurity products including within customer environments and systems
  • Act as a liaison between a third-party vendor and the customer in order to troubleshoot technical problems, coordinate device maintenance and outages, as well as perform general support activities
  • Coordinate the configuration, inventory tracking, and shipping of Albert hardware sensors
  • Perform onboarding activities with customers for various cybersecurity products and services
  • Effectively transition action items to and from SOC Analysts and other teams in order to support off-hours, product related work
  • On-Call availability to respond to critical support incidents
  • Responsible for growing and strengthening the relationship between CIS and members
  • Collaborate with the Engineering team to replicate issues, test fixes and workarounds, and assist with QA of newly developed and enhanced products
  • Assist in defining and developing support and customer onboarding workflows
  • Other tasks and responsibilities as assigned

What You'll Need

  • Bachelor’s Degree in Computer Science or related field*
  • 3+ years’ experience in a customer facing or customer support role
  • 3+ years’ experience using common support ticketing platforms (e.g. Jira Service Desk)
  • 1+ years’ experience working with cloud computing platforms and concepts
  • Knowledge of TCP/IP protocols, network analysis and network/security applications
  • Experience with Unix and Windows command line
  • Experience troubleshooting applications in Windows, Mac, and Linux environments
  • Strong attention to detail
  • Must be authorized to work in the United States
  • The position is open to U.S. citizens and requires a favorably adjudicated DHS Fitness Review for Public Trust Positions**

It's a Plus if You Have:

  • Working knowledge of basic scripting languages and automation tools (e.g. Python, Ansible)
  • Knowledge of service management methodologies and metrics tracking
  • Knowledge of cybersecurity concepts and products (e.g. Malware tactics, IDS, Endpoint Protection, DNS Blocking)
  • Knowledge of Agile methodologies

*Additional years of relevant experience or a combination of an Associate’s degree or equivalent and relevant experience may be substituted for the Bachelor’s degree.


**Factors that may cause a negative Fitness Review decision include:

  • Criminal Conduct
  • Dishonest Conduct
  • Employment Misconduct
  • Alcohol Abuse
  • Drug Use (illegal drug use or use of a legal drug in a manner that deviates from approved medical direction) Additionally, illegal drug use includes the use of drugs that are illegal for federal purposes despite being legal in select states and countries, such as marijuana.
  • False Statements
  • Financial Issues
  • Have not resided in the US for three (3) of the past five (5) years

At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.


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