About this role
About the Role The Managed Service Security Administrator in Mexico focuses on helping Managed Service Customers with data protection tasks, including policy/rule management, agent configurations and health checks. The role participates in regular customer calls with Customer Success Managers and Security Analysts to guide customers and ensure service objectives are met. What You'll Do
- Perform ongoing policy and rule management, console configuration management, health checks (policy effectiveness reviews, false positives, etc.), policy upgrades, solution health monitoring, and use case consultations.
- Manage customer cases with timely responses, status updates, effective escalations, and documentation of action plans to achieve service level objectives.
- Execute required configuration changes to MSP systems.
- Direct customer interaction to facilitate troubleshooting and artifact collection for diagnosis.
- Liaise with customers and perform effective and timely case resolutions.
- Actively participate in training to maintain working knowledge. What We're Looking For
- Experience with policy/rule management and console configuration.
- Ability to perform health checks, policy effectiveness reviews, and manage false positives.
- Prior experience in customer-facing roles, providing guidance and escalation as needed.
- Strong documentation and communication skills and ability to coordinate with Customer Success Managers and Security Analysts.
- Willingness to work in a remote environment in Mexico.