Security Support Engineer

At Appfire, we believe that great work happens when people get to choose how they work. After 20 years of creating software that empowers teams to break silos and collaborate seamlessly, we've learned that one size does not fit all. That’s why at Appfire, you choose.

Choose to work where you thrive: Whether from home, in one of our offices, or while exploring the world, you decide where you’re most productive. From hardware and software to access to two decades of collective wisdom on working effectively in a remote-first company, we’ve got you covered.

Choose to balance your life without compromise: Plan your workday around your needs and what matters most to you. Enjoy flexible time off without the hassle of complicated approvals. From day one, we trust you to deliver quality work without sacrificing your personal life, hobbies, loved ones, and well-being.

Choose to grow on your terms: Take charge of your professional growth with access to online learning platforms, facilitated training, leadership programs, and internal hackathons. Collaborate with a global team to gain fresh perspectives. When you're ready for a new challenge, our internal mobility program is here to support your journey.

No one knows you better than you do. So join us and customize your experience. Choose how you want to work. Choose Appfire.

About the role

Appfire is looking for a Security Support Engineer to In this role, you will manage the information security ticketing process, providing tier 1 and tier 2 support, and ensuring that security-related issues and requests are addressed efficiently and effectively. You will serve as the first point of contact for security events, provide technical support, and help maintain the organization’s security posture by coordinating responses to security tickets. You will report to the Deputy CISO, and be a member of the Information Security.

You can choose to work from any location across India. Requires to travel whenever there are events planned at our Hyderabad office.

Your everyday tasks will include:

• Ticket Management:
  • Manage the information security ticketing system, ensuring all security-related tickets are logged, categorized, prioritized, and assigned appropriately
  • Monitor ticket queues, track progress, and ensure timely resolution of security incidents and requests
  • Collaborate with cross-functional teams to ensure security tickets are addressed in line with established SLAs (Service Level Agreements
• Incident Response:
  • Serve as the initial point of contact for security events reported through the ticketing system
  • Conduct initial tier 1 triage of reported security events and escalate to the SecOps team
• Technical Support:
  • Provide technical support for end-users and internal teams on security-related issues
  • Assist in the deployment and configuration of security tools and technologies using pre-defined processes as needed
  • Document resolutions and workarounds for common security issues to build a knowledge base for future reference
• Process Improvement:
  • Continuously review and improve the information security ticketing process to enhance efficiency and effectiveness
  • Develop and implement best practices for ticket management, including guidelines for ticket prioritization, escalation, and resolution
  • Generate reports on ticket metrics, including response times, resolution times, and recurring issues, to identify areas for improvement
• Security Awareness and Training:
  • Assist in educating employees on how to report security events and requests through the ticketing system
  • Collaborate with the GRC team to deliver training sessions and awareness programs on security best practices
• Documentation and Reporting:
  • Prepare regular reports on the status of security tickets, highlighting trends, recurring issues, and areas of concern
  • Ensure all security-related documentation is up-to-date and accessible to relevant stakeholders

Skills and experience you'll need to succeed:

• 2-4 years of experience in IT support, security operations, or a related field, with experience in managing ticketing systems.
• Strong understanding of information security principles, common security threats, and best practices.
• Ability to analyze and troubleshoot security incidents and issues effectively.
• Excellent verbal and written communication skills, with the ability to explain technical issues to non-technical users.
• Strong organizational skills with the ability to manage multiple tasks and priorities effectively.
• Demonstrated ability to think critically and solve problems efficiently.
• Relevant certifications such as CompTIA Security+, ITIL, or similar are a plus.

Beyond the resume skills that match our culture and this role:

• You are dedicated to elevating client and co-worker experiences, knowing that exceptional work centers on serving others.
• You adapt swiftly to new business demands, understanding that change fuels collective and individual growth.
• You excel in communication, effectively connecting in remote/hybrid environments using tools like Slack, Zoom, and G Suite and through occasional in-person events.
• You have exceptional coaching, mentoring, and people development skills.

We offer:

Financial benefits

• Every Appfire employee is eligible for company equity.
• Remote working allowance up to INR 12,000 per annum (paid monthly).

Skills development benefits

• Access to the Appfire University learning platform – a hub of knowledge, interactive resources, and engaging instructor-led courses designed to fuel your learning journey with unparalleled depth and accessibility.

PTO, health & well-being

• Unlimited paid sick leave in the event of an employee’s own illness or injury.
• 21 working days of paid annual leave.
• 10 days of paid public holidays per calendar year.
• Maternity and paternity leave offerings.
• Group medical insurance: coverage of INR 5,00,000 per annum for a family, including dependents' parents with no additional cost.
• Personal accident insurance: coverage up to INR 15,00,000 for the employee.
• Group term life insurance: coverage up to INR 15,00,000 for the employee.
• Employee deposit linked insurance scheme (EDLI): employees are covered up to an amount of INR 7,00,000 as per the EDLI rules

Volunteering

• 3 fully paid days each year to participate in Appfire Town, Appfire’s Corporate Social Responsibility (CSR) Program.

Other

• Crèche benefit.

#LI-Remote

About Appfire

A people-first approach to business

Since its inception, Appfire has been a remote-first company. With 800+ employees (who we call fireflies) across 27 countries, we foster an environment where everyone is respected. We invest in team members by ensuring they grow professionally and personally.

Watch Appfire's Co-founder and CEO Randall Ward talk about his people-first leadership philosophy: [https://youtu.be/GXuChQzzowI>

Making an impact

At Appfire, corporate social responsibility is driven by team members, family, friends, customers, and partners through Appfire Town. This program brings people together to generate a strong social impact in our local and global communities.

Our CEO believes being philanthropic is integral to operating our business and is not merely the result of our success. In 2015, Appfire joined the Pledge 1% network of organizations committed to philanthropy. Appfire has since grown our Pledge 1% program to include all four pledge types — product, profit, equity, and employee time. We were among the first to do this, and we’re proud that Pledge 1% is part of our evolution.

Our business

Appfire has been profitable since its inception, with best-in-class free cash flow margins relative to the broader SaaS universe. The company's mission to equip and connect every team so they can plan and deliver their best work has proven successful, producing consistent year-over-year (YoY) growth – with Appfire growing from $10M ARR in 2019 to $200M ARR in 2023.

What’s our secret sauce?

1. We follow teams. We do our research and build software that solves real-life collaboration challenges while being easy to implement and a joy to use. We’re proud to support over 20,000 customers and growing, including 55% of the Fortune 500. From the entertainment delivered by Netflix to the devices crafted by Samsung, and Dell Technologies and the financial transactions handled by Visa, Edward Jones, and US Bank, Appfire’s technology is indispensable. Our products also play a pivotal role in streamlining operations and fostering innovation at companies like Tesla and significant institutions such as NASA, Boeing, and many more.
2. We enhance. We don’t compete. Our software is designed to give developers, knowledge workers, and teams the ability to extend and get greater value from the platforms they’ve invested in and enjoy. So far, our solutions extend and enhance the capabilities offered by Atlassian, Microsoft, monday.com, and Salesforce.
3. We build bridges and invest in our partners. Appfire's success is underscored by the fact that the company has no direct sales team and instead leverages its channel program as its primary path to market. Today, Appfire has a dedicated Channel team supporting 700+ channel partners.
4. We make security and privacy a priority, but we also keep it simple for our customers. We’ve achieved International Organization for Standardization (ISO) 27001 and ISO 27017 and System and Organization Controls (SOC) SOC 2, Type I and SOC 2, Type II certifications. In 2022, we launched our award-winning Appfire Trust Center, offering our customers, partners, and prospects the latest security, privacy, and compliance information, including pre-completed questionnaires (CAIQ, SIG, and VSA) with an accelerated NDA process and just one EULA to cover it all.

Market recognition

Appfire has been consistently recognized for company growth, culture, corporate social responsibility, and product excellence and has been included among the Deloitte Technology Fast 500, Inc. Best Workplaces, BuiltIn Best Places to Work, and Inc. 5000. Learn more about our accomplishments, which would not be possible without our team members, partners, and customers: [https://appfire.com/awards>.

Read about Appfire's continuous growth and mission to equip and connect every team so they can plan and deliver their best work: [https://appfire.com/newsroom/Appfire-Exceeds-200M-in-ARR-Signaling-Growing-Demand>