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3 Days ago

Technical Support Engineer - Infosec

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Information Technology
Full-Time
HyperVerge

Overview

Who we are -

HyperVerge is a deep tech AI company with a 99.5% accuracy serving more than 100+ clients across US, India, Africa and ASEAN region. Our AI is used by large enterprises like Jio, Vodafone, Airbus, SBI, Bajaj, ICICI and unicorns such as Grab, Groww, Byjus, Cred for verifying identities of customers and preventing fraud (Prevented $22M annual fraud in a single large NBFC)

What do we do -

Verifying ‘who they say they are’ online, right from the Nigerian prince scams to email-imposters who claim to be the company's CEO - the problem is ever evolving and growing along with the internet's growth. Thus, building the Identity Infrastructure for Internet scale is indeed a critical step to empower new-age businesses to grow. We’ve solved this challenge really well & validated the identities of 650+ million customers until date (More than 7% of the world’s population)

Why do we do what we do?

Contributing back to communities that enabled us to be where we are, is a meaningful way to spend the short time we have left in this world. Building economic engines that generate cash flows, which can be invested to impact the under-privileged is the equation that we are working with.

To make it real and not overwhelm you with jargons, please see the first leg of our impact here: HyperVerge Academy

We will continue to invest into contributing back to overall well-being of the communities we operate in - all the while building a thriving organization which live beyond our lives

What excites us -

  • An investment in you as an individual - we value traits like curiosity and empathy. We live these values by focusing on the well-being, progress, and success of every individual in our growing tribe
  • A good level of self-awareness and humble confidence : You know your craft well enough to know your short-comings and are open to making mistakes and learn together

About the role -

As a Technical Information Security Support Engineer, you will be responsible to represent HyperVerge and communicate with enterprise customers via telephone, or email and explain the different facets of information security capabilities we implement at HyperVerge along with technical support and queries they have as they are onboarded. To ensure that customer queries are resolved within the SLA and that customers are informed periodically about the status of issues faced by them while also assuring them of the controls and checks implemented by HyperVerge to keep their data safe.

OUTCOMES EXPECTED:

1. Customer Support

  • Be the face of HyperVerge for Enterprise Customers on technical support and information security queries. Ensure that their queries are responded to and resolved within the SLA
  • Regularly update the customers on queries raised by them with an objective of keeping them informed about the state of resolution

2. Client Interaction and Query Resolution:

  • Promptly respond to client queries and questionnaires related to information security
  • Deliver accurate, clear, and comprehensive answers ensuring client satisfaction

3. Control Evidence Management:

  • Collect, collate, and document evidence to demonstrate compliance with various information security control requirements
  • Organize and maintain structured records and repositories for easy retrieval during audits or client assessments

4. Information Security Understanding:

  • Develop an in-depth understanding of HyperVerge's information security capabilities and security tools we have in place.
  • Work closely with Product, Engineering, and Information Security teams to augment security posture of the organization and product
  • Understand customer challenges and advocate for their needs with cross-functional teams like product management or software engineering
  • Maintain an understanding of core information security domains such as Access Control, Asset Management, Network Security, Cryptography, Incident Management, and Business Continuity
  • Stay updated on the latest security threats, trends, and preventive methodologies

5. Control and Compensatory Measures Understanding:

  • Comprehend various control requirements, identify gaps, and suggest compensatory controls where direct compliance may not be feasible
  • Engage in meaningful discussions with stakeholders to establish and communicate effective compensatory controls

6. Security Advocacy and Communication:

  • Demonstrate and articulate the organization's commitment to strict security practices
  • Effectively communicate security standards and compliance achievements to clients, building trust and credibility

7. Issue Management

  • Manage the life cycle of the issues reported by Customers through basic diagnosis, documentation of diagnosis and routing of the problem to relevant team
  • Act like a representative of the Customer following up with the internal teams to ensure that the issues are resolved within the committed timeline
  • Ensure Issue Resolution Dates are within internal SLA. If not, escalate it to the right team member as per internal Escalation Policies

8. Support Process Improvement

  • Constantly aim to make the Support Process more efficient by automating regularly performed mundane task
  • Work with Product Team for creation and maintenance of the Issues Run Sheet so as to make resolution of future issues more efficient
  • Document each and every issue faced by the Customers with the aim of creating a Knowledge Base for future use
  • Document troubleshooting and problem resolution steps

REQUIREMENTS -

  • Engineering Graduate from CS/IT
  • Excellent written and verbal communication via phone, email and in-person meetings
  • Baseline understanding of information security/cybersecurity
  • Good interpersonal skills with the ability to enable cross-functional teams
  • Willingness to learn new technologies and tools
  • Good to have - Experience in client support teams/information security delivery functions
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