• Network Defense Engineer

    Location(s) UK-Greater London-Hayes
    Req #
  • Overview & Responsibilities

    The Network Defense Engineer is a key element within the Rackspace support infrastructure and is expected to provide a high level of technical support to our customers via the phone and ticketing system.  The Network Defense Engineer develops, improves, modifies, and assesses security architecture in a hosting based environment. Conducting technology and system assessments, providing technical consultation, and ensuring system security functionality all fall within the scope of this critical role. Network Defense Engineers partner with other teams and third party vendors to resolve security issues and respond to all system security weak points.   The Security Support is primarily focused on hardware and software that supports network authentication (two-factor), web application (Web Application Firewall), and network security (Intrusion Detection Systems). The role will also support many elements of the Rackspace Cloud product portfolio, including RackConnect. 


    The Network Defense Engineer will create and maintain customer loyalty by providing Fanatical Support above and beyond customer expectations.



    Key Accountabilities

    • Provide customer support via the phone and ticketing system
    • Own level-appropriate customer requests and issues, seeing them through to resolution
    • Escalate support requests to next level engineers and other support teams according to escalation procedures
    • Troubleshoot monitoring alerts and create tickets accordingly
    • Schedule and coordinate level-appropriate maintenances
    • Monitor ticket response times and take appropriate actions to ensure team response time targets are met
    • Collaborate with Service Delivery Managers and Account Executives to build strong customer relationships.
    • Collaborate and share knowledge with other Engineers on the support floor
    • Review and sign off on defined policy and process standards


    • The Security Engineer has a basic to intermediate knowledge of:

      • Load balancers (concepts and features)
      • Understanding of the OSI model and networking components (Ethernet, TCP, IP, DNS, HTTP, SSL, etc.)
      • Operate and manage security products such as IDS, Log Management, WAF, and two-factor authentication.
      • Provide guidance on different deployment strategies
      • Maintain up to date vendor related roadmaps and scheduled releases
      • Prepare and execute maintenances for Security Support related items & devices.
      • Efficiently handle and respond to customer IDS Incident tickets.
      • Provide payload analysis of related IDS packets
      • Knowledge of common web security vulnerabilities and recommended remediation
      • Execute device firmware upgrades across various platforms based on security requirements / feature updates.
      • Troubleshoot network connectivity using industry standard packet capture tools.
      • Execute vulnerability scans, review results, and provide guidance with internal teams on how to remediate
      • Ability to perform user administration / configuration for user based hardware and software tokens on two-factor authentication technology.
      • Perform filtering on stored log messages and export that data to a report
      • Investigate and provide analysis to the customer based on WAF blocked events

      The Network Defense Engineer is:

      • Passionate about technology and has a desire to learn & expand technical knowledge
      • Detail-oriented in documentation and able to own customer issues through resolution
      • Able to handle multiple tasks and prioritize work in a fast paced, customer-centric environment
      • Demonstrate sound problem-solving skills along with a desire to take on responsibility

      The ideal candidate possesses:

      • A minimum of two years’ experience in a related field
      • A computer-related degree and/or network certifications
      • A willingness to work weekends and/or holidays when required as the business dictates
      • A willingness and ability to mentor junior administrators