Dedicated Client Security Support Engineer - Multiple Locations at Lumen

Posted in Other 11 days ago.

Location: Broomfield, Colorado

Job Description:

About Lumen

Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen's network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at, LinkedIn: /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.

The Role

The Sr Information Security Engineer – Hyper White Gloves position operates in a support role implementing security, technology and innovation in the Global Security Operations Center.  The centers operate 24x7x365.  The Global SOC is a pivotal function in the Global Security organization responsible for operation, maintenance, and monitoring of the CenturyLink Managed Security portfolio.  This function includes security event management responsibilities - monitoring, detection, and triage of security events and alerts in Security Information Event Monitor (SIEM) and associated monitoring systems.  It facilitates the ingress, implementation and egress of advanced client trouble / change requests for managed premise, cloud, next generation firewall, managed DDoS, Threat Intelligence and Secure Log Management products.


The Main Responsibilities

  • Primary focus develop and lead Hyper Support

    • Activating, tuning, testing and on-boarding Hyper Customers

    • includes those that have and selected customers who have not provisioned additional support.

    • Tracking the engagements in the ticketing system

  • Perform complex changes within the managed security environment

  • Manage and resolve customer fault, service outage and impairment events

  • Monitor, triage and response to SIEM alerts for client security events.  Investigation and resolution of impairment scenarios on Managed Security products. 

  • Research and implement customer generated change requests for Managed Security products

  • Generate incident cases and escalate to superordinate teams in accordance with time and severity-based SLA’s

  • Present as technical expert delivering solutions to clients, internal business and third-party vendors. 

  • Directly support, train and mentor tier I and II colleagues

  • Possess exceptional customer service skills

  • Multi-task during events

  • Communicate effectively with managers, customers and vendors

  • Maintain solid working relationships, including collaborative technical activities with peers

  • Strong written and verbal communication skills

  • Analytical and problem-solving skills

  • Attention to detail with good organizational capabilities

  • Prioritize with good time management skills


What We Look For in a Candidate

Required (education / experience / skills / competencies) Requires Bachelor’s degree in related operational or technology field plus 10 years relevant experience or equivalent combination of education and experience.



  • 5-7 years in a Security Operations environment

  • Certifications In specific security technologies such as Fortinet, Arbor, Radware, Palo Alto, Cisco or  Checkpoint.

  • Demonstrated understanding of Denial of Service concepts and attack vectors, mitigation options

  • Demonstrated proficiency in routing and networking skills, including the ability to:

    • troubleshoot BGP and BGP community strings

    • review and analyze packet captures

    • trace customer or attack traffic through our global backbone

    • understand and be able to modify policies/prefix lists on multiple router platforms

  • Security industry certifications (examples):

    • CISSP

    • CRISC

    • CISM

    • Security+

    • CCNA

    • ACIA

    • CCNA

    • CEH

    • ITIL Foundations

  • Expert level knowledge and skills of at least one programming language (python preferred)

  • Demonstrate proper time and resource management skills (phone availability, ticket work, etc.)

  • Able to handle customer calls regarding majority of issues supported by team

  • Work within multiple ticketing platforms and accept/update/close tickets in order received.

  • Regularly observed communication with peers and other functional SOC teams on selected collaboration platforms (Teams, Skype, phone, etc.)

  • Demonstrate collaboration/cooperation with other Service Assurance teams outside of the SOC (IP/Ethernet, Transport, etc.)

Requisition #: 253251

EEO Statement

We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, "protected statuses"). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training.


The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions.

Salary Range

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This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

This position is eligible for either short-term incentives or sales compensation. Director and VP positions also are eligible for long-term incentive. To learn more about our bonus structure, you can view additional information
We're able to answer any additional questions you may have as you move through the selection process.

As part of our comprehensive benefits package, Lumen offers a broad range of Health, Life, Voluntary Lifestyle and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing. You can learn more by clicking

Note: For union-represented postings, wage rates and ranges are governed by applicable collective bargaining agreement provisions.

Salary Range

Salary Min :


Salary Max :


This information reflects the base salary pay range for this job based on current national market data. Ranges may vary based on the job's location. We offer competitive pay that varies based on individual experience, qualifications and other relevant factors. We encourage you to apply to positions that you are interested in and for which you believe you are qualified. To learn more, you are welcome to discuss with us as you move through the selection process.