About the role
Job Title: L3 Technical Engagement Lead
Location: Mississauga (Hybrid – 3 days/week in office)
Department: Infrastructure
Job Type: Full-Time/Hybrid
Shift Time: Mon-Fri, 12pm-8pm
The Level 3 Technical Engagement Lead serves as the primary point of contact between External customers and DataStealth’s IT organization, managing complex inquiries, incidents, and service requests. This role requires a unique blend of technical competency along with a customer-centric approach, with the ability to pivot between a variety of customer needs within the data security support space.
Key Responsibilities Include
- Managing complex user inquiries and service requests through phone, email, and chat channels.
- Managing complex incidents in the Service Management tool through logging, evaluating, diagnosing, categorizing, prioritizing, investigating, resolving or triaging/escalating to the appropriate team that cannot be resolved at the Service Desk level.
- Implementing production solutions/fixes, and changes.
- Monitoring events (alerts) and responding as required.
- Creating/maintaining detailed documentation of issues and solutions (e.g., Run Books, Standard Operating Procedures, and Operational Articles) designed for reuse and training material for potential new staff.
- Building reports (metrics/analytics).
- Supporting IT security policy implementation and enforcement.
- Collaborating with other IT teams on complex technical issues.
- Training users on IT systems and applications.
- Overseeing and deploying critical and regular security patches/fixes according to the patching cycle.
- Helping to manage and maintain infrastructure lifecycle, including inventory, and maintenance of infrastructure components.
- Acting as a Major Incident Manager during critical events and managing the incident lifecycle (including: acknowledging, tracking, communicating, escalating, etc…through to resolution) where required.
- Participating in Root Cause analysis exercises (post-incident).
- Acting as a Change Manager where required.
Requirements
- Customer-centric, empathetic, and concerned for the user experience (External Customers and Internal staff).
- Expert level verbal and written communication skills.
- Expert level problem-solving and analytical skills.
- Ability to explain technical concepts clearly to non-technical users.
- Strong understanding of IT infrastructure, IT systems, networking, security, hardware, software, and monitoring tools.
- Ability to work effectively with various functional teams (e.g., Technical Support, Engineering, Marketing, Project Management, etc…) to ensure alignment, timely service, and customer satisfaction.
- Solid understanding of ITIL practices and service management.
- Experience with Service Desk tooling and ITSM software.
- Ability to multitask in a fast-paced environment.
- Ability to deliver exceptional outcomes in a team environment and while working under minimal supervision.
- Commitment to continuous learning and staying current with technology.
- Ability to participate in a shift rotation (days/evenings/nights), including weekend after-hours (Emergency) support.
Qualifications
- Proficient in networking technologies: routers, switches, load balancers, web application firewalls, next-gen firewalls, LAN/WAN networks, Internet, VPN, and various network protocols such OSPF/BGP, IKE/IPSec, DNS, DHCP, SMTP, SSH, S/FTP, etc.
- Experience managing security protocols, firewalls, intrusion detection systems (IDS), and VPNs.
- Experience installing and maintaining physical and virtual servers based on the Linux operating system (RHEL and clones).
- Experience using Linux-based virtualization technologies (KVM, LibVirt, LXC) on physical hardware, or operating in a multi-cloud environment (AWS/Azure).
- Understanding of Cloud platforms (AWS, Azure, Google Cloud).
- Scripting experience (e.g., PowerShell) is considered an asset.
- ITIL 4 Foundation certification (preferred).
- Previous experience with JIRA Service Management (preferred).
- Prior customer service or call center experience (preferred).
The Level 3 Technical Engagement Lead must focus on delivering value through effective incident management, service request handling, and clear communication—all while applying professional/technical support, following ITIL best practices, supporting continuous improvement, and providing true service to our customers and organization.
Application Process: To apply for the L3 Technical Engagement Lead Specialist position, please submit your resume detailing your relevant experience and explaining why you're a great fit for DataStealth.
We look forward to reviewing your application!
DataStealth is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.
About DataStealth.io
DataStealth Discovers, Classifies, and Protects Sensitive Data and Documents.
DataStealth is the ultimate data-centric defense platform in the event of a malicious insider, perimeter, or endpoint compromise. Instead of relying on protecting your network perimeter, DataStealth protects the data and documents inside your network from attacks from both external and internal sources.
The patented DataStealth technology ensures that your sensitive data and documents are secure and adhere to all applicable privacy, regulatory, governance and compliance requirements.
About the role
Job Title: L3 Technical Engagement Lead
Location: Mississauga (Hybrid – 3 days/week in office)
Department: Infrastructure
Job Type: Full-Time/Hybrid
Shift Time: Mon-Fri, 12pm-8pm
The Level 3 Technical Engagement Lead serves as the primary point of contact between External customers and DataStealth’s IT organization, managing complex inquiries, incidents, and service requests. This role requires a unique blend of technical competency along with a customer-centric approach, with the ability to pivot between a variety of customer needs within the data security support space.
Key Responsibilities Include
- Managing complex user inquiries and service requests through phone, email, and chat channels.
- Managing complex incidents in the Service Management tool through logging, evaluating, diagnosing, categorizing, prioritizing, investigating, resolving or triaging/escalating to the appropriate team that cannot be resolved at the Service Desk level.
- Implementing production solutions/fixes, and changes.
- Monitoring events (alerts) and responding as required.
- Creating/maintaining detailed documentation of issues and solutions (e.g., Run Books, Standard Operating Procedures, and Operational Articles) designed for reuse and training material for potential new staff.
- Building reports (metrics/analytics).
- Supporting IT security policy implementation and enforcement.
- Collaborating with other IT teams on complex technical issues.
- Training users on IT systems and applications.
- Overseeing and deploying critical and regular security patches/fixes according to the patching cycle.
- Helping to manage and maintain infrastructure lifecycle, including inventory, and maintenance of infrastructure components.
- Acting as a Major Incident Manager during critical events and managing the incident lifecycle (including: acknowledging, tracking, communicating, escalating, etc…through to resolution) where required.
- Participating in Root Cause analysis exercises (post-incident).
- Acting as a Change Manager where required.
Requirements
- Customer-centric, empathetic, and concerned for the user experience (External Customers and Internal staff).
- Expert level verbal and written communication skills.
- Expert level problem-solving and analytical skills.
- Ability to explain technical concepts clearly to non-technical users.
- Strong understanding of IT infrastructure, IT systems, networking, security, hardware, software, and monitoring tools.
- Ability to work effectively with various functional teams (e.g., Technical Support, Engineering, Marketing, Project Management, etc…) to ensure alignment, timely service, and customer satisfaction.
- Solid understanding of ITIL practices and service management.
- Experience with Service Desk tooling and ITSM software.
- Ability to multitask in a fast-paced environment.
- Ability to deliver exceptional outcomes in a team environment and while working under minimal supervision.
- Commitment to continuous learning and staying current with technology.
- Ability to participate in a shift rotation (days/evenings/nights), including weekend after-hours (Emergency) support.
Qualifications
- Proficient in networking technologies: routers, switches, load balancers, web application firewalls, next-gen firewalls, LAN/WAN networks, Internet, VPN, and various network protocols such OSPF/BGP, IKE/IPSec, DNS, DHCP, SMTP, SSH, S/FTP, etc.
- Experience managing security protocols, firewalls, intrusion detection systems (IDS), and VPNs.
- Experience installing and maintaining physical and virtual servers based on the Linux operating system (RHEL and clones).
- Experience using Linux-based virtualization technologies (KVM, LibVirt, LXC) on physical hardware, or operating in a multi-cloud environment (AWS/Azure).
- Understanding of Cloud platforms (AWS, Azure, Google Cloud).
- Scripting experience (e.g., PowerShell) is considered an asset.
- ITIL 4 Foundation certification (preferred).
- Previous experience with JIRA Service Management (preferred).
- Prior customer service or call center experience (preferred).
The Level 3 Technical Engagement Lead must focus on delivering value through effective incident management, service request handling, and clear communication—all while applying professional/technical support, following ITIL best practices, supporting continuous improvement, and providing true service to our customers and organization.
Application Process: To apply for the L3 Technical Engagement Lead Specialist position, please submit your resume detailing your relevant experience and explaining why you're a great fit for DataStealth.
We look forward to reviewing your application!
DataStealth is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.
About DataStealth.io
DataStealth Discovers, Classifies, and Protects Sensitive Data and Documents.
DataStealth is the ultimate data-centric defense platform in the event of a malicious insider, perimeter, or endpoint compromise. Instead of relying on protecting your network perimeter, DataStealth protects the data and documents inside your network from attacks from both external and internal sources.
The patented DataStealth technology ensures that your sensitive data and documents are secure and adhere to all applicable privacy, regulatory, governance and compliance requirements.