The Product Support Specialist is part of the Security Best Practices department, which resides on the Product Support team and reports to the Product Support Manager. The primary purpose of this position is to be responsible for all aspects of support for CIS SecureSuite products. This includes customer-facing as well as internally facing responsibilities.

The Center for Internet Security (CIS) makes the connected world a safer place for people, businesses, and governments through our core competencies of collaboration and innovation. We are a community-driven nonprofit responsible for industry-leading best practices for securing IT systems and data. CIS is also a trusted resource for cyber threat prevention, protection, response, and recovery for U.S. State, Local, Tribal, and Territorial (SLTT) government entities and election offices.

CIS has an award-winning reputation for investing in its people (click here to learn more), as well as continuous learning and development. We offer our employees diverse opportunities to expand their impact personally and professionally, in their local communities, and among one another. Core Leadership Principles drive our employees at every level of the organization, empowering them to be leaders in everything they do.

• Base salary is determined on a number of factors including, but not limited to, education, experience and skills
• Health (PPO, EPO, HSA), Dental & Vision Insurance eligibility starting from the first day of hire
• $500 wellness card for Health Coverage Participants
• 401(k) with 4% Company Match, vested from the first day of hire
• Flexible Spending Account (FSA) & Dependent Care Account (DCA)
• Life Insurance
• Bonding Leave
• Paid Volunteering Program
• Bonus eligibility
• Paid Time Off (PTO) inclusive of vacation, personal and sick time
• Paid Holidays
• Wellness Program
• Employee Engagement Activities
• Professional Development Opportunities
• Tuition Reimbursement
• Student Loan PayDown Program
• Employee Referral program
• Employee Assistance Program

• Responsible for handling all first and second line (Tier 1 and Tier 2) support issues for CIS SecureSuite Member products
• Troubleshoot hardware, software, and technology issues
• Responsible for installing and configuring test systems to replicate customer issues
• Work with engineering teams to replicate issues and test bug fixes and workarounds
• Accurate entry and updating of issues into service desk / Jira with timely and professional response to customers
• Responsible for growing and strengthening the relationship between CIS and members
• Process CIS Product Vendor certification requests
• Assist with testing and quality assurance (QA) of newly developed and enhanced products
• Develop and document frequently asked questions (FAQ) and technical guides for CIS products
• Other tasks and responsibilities as assigned

• Associate's degree in Information Technology, Information Security, Cybersecurity, or related field
• 2+ years of related work experience as described in the duties above
• 2+ years of experience with Microsoft Windows and UNIX servers
• Experience using a variety of network troubleshooting tools
• Experience with installing and configuring UNIX and Windows OS in VMWare and cloud platforms
• Experience supporting customers in large, global scale environments
• Ability to build a solid and trusting relationship with customers
• Ability to provide various levels of technical case documentation
• Demonstrate a passion for learning, an ability to retain and build upon experience and contribute to team success
• Strong attention to detail, communication skills, and professional demeanor
• Must be authorized to work in the United States

It's a Plus if You Have:

• Bachelor’s degree in Information Technology, Information Security, Cybersecurity, or related field
• Experience in any of the following:
  • Scripting (PowerShell, nix-shell, Python)
  • AWS (operation + API)
  • Cloud infrastructure, network devices, databases, and web servers
  • Atlassian stack (Jira, Confluence)
  • Scrum/Agile methodologies
• Industry recognized security certifications (ex: CISSP, GIAC)

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.