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Description
SRAs mission is to level up every day to protect our clients and their customers. This begins with our team members and their experience. SRA prides itself on maintaining a culture where team members have a shared sense of support and belonging, consistent with our Its Personal company value. At SRA, we prioritize transparent career pathing, varied DEI programming and community groups, competitive benefits including mental health support, and an emphasis on a sustainable, healthy, and engaging work culture. SRA has twice been named a Best Place to Work by the Philadelphia Business Journal.
Summary/Objective
The Support Analyst will join the SCALR XDR Support team, part of SRAs 24x7 managed detection and response service. This role is responsible for supporting both internal teams and external clients by resolving support tickets, improving documentation, maintaining internal monitoring tools, and assisting in the review of client environments for data quality and performance issues.
This position offers exposure to modern cloud-native and security technologies and is a strong starting point for a career in IT operations, DevOps, or cybersecurity support.
Essential Functions
Respond to support tickets related to infrastructure, data quality, and system performance
Escalate issues to internal engineering or client delivery teams as needed
Maintain and enhance monitoring tools that identify issues in client environments
Review client environments using tools such as Azure Data Explorer, Sentinel, and Cribl
Audit data pipelines and changes to ensure integrity, completeness, and accuracy
Document troubleshooting procedures and common resolutions in an internal knowledge base
Build and maintain small automation tools or scripts to improve team efficiency
Participate in a shared on-call rotation to support our 24x7 coverage model
Collaborate with engineering, architecture, and security teams to improve platform reliability
Maintain general cybersecurity awareness relevant to supporting a security operations platform
Work Environment
This job operates in a professional office environment or remotely as needed. This role routinely uses standard office equipment.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The employee is regularly required to talk and hear; use hands to handle, or feel; and reach with hands and arms. The employee frequently is required to stand and walk. This is a largely sedentary role.
Position Type/Expected Hours of Work
This is a full-time position, with hours Monday through Friday from 8:30 am to 5:00 pm. Occasional evening and weekend work may be required.
Required Education and Experience
Punctuality and timely attendance to external client and internal stakeholder needs.
Familiarity with technologies such as Azure Data Explorer (KQL), Microsoft Sentinel, Cribl, PowerShell, Python, or TypeScript.
Exposure to ITIL-based support processes, including ticket management and escalation workflows.
Strong troubleshooting, collaboration, and communication skills.
Ability to work independently and as part of a global, fast-paced support team.
Preferred Qualifications and Experience
12 years of hands-on experience in IT support, DevOps, or a related technical role (internships welcome).
Bachelor's degree in a relevant technical discipline or equivalent practical experience.
Certifications in Azure, ITIL, or other related technologies.
Other Duties
This job description is not exhaustive and duties may change at any time with or without notice.
Equal Employment Opportunity Statement
Security Risk Advisors is an Equal Opportunity Employer and prohibits discrimination or harassment of any kind. Employment decisions are based on business needs, job requirements, and individual qualifications, without regard to protected categories.
Benefits
Health Care/Dental Care
Study/Exam Support
Life Insurance & Income Protection
Employer Matched Pension Contribution
Access to free mental health services
Annual donations to a charity of choice
Annual Performance Bonus
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