Work on complex / escalated incidents, problems and changes within the Operational setting.The L2 Engineer is a senior technical role responsible for designing, implementing, and optimizing security scanning, automation, and backend components within the Qualys Cloud Platform.This position requires deep expertise in Python scripting, strong understanding of vulnerability management, and the ability to build scalable systems that support enterprise‑grade security workflows.Insights referenced from Qualys engineering postings emphasize Python‑based systems development, backend services, automation, and security scanning workflows.Manage, lead and prioritise a team of Security Analysts working in operational environment, provide level 3/4 operational support and own achieving SLAs for agreed service metrics.Provide leadership and training to technical support staff including mentoring of 2 nd line support staff to improve diagnostic skills and encouraging them to achieve security product accreditation.Carry out Security Solutions Technical Consultancy and implementation in support of customer project work.Form an integral part of a 24 hour support rota to provide 24x7 support to the designated customer.Produce scripts and supporting documentation to allow the 2 nd line diagnostic team to undertake remote software downloads configuration changes and implementation of new customer projects.Attend meetings on behalf of the team and line manager.
Key Responsibilities
1. To adhere to quality standards, regulatory requirements and company policies.
2. To provide support for complex incidents, escalated by analysts, perform root cause analysis, and implement solutions to resolve technical & security issues.
3. To work on value adding activities such Knowledge base update & management, training freshers, coaching analyst.
4. To resolve complex tickets within agreed SLAs and collaborate with other support teams to ensure seamless operations & security posture.
5. To ensure positive customer experience and CSAT through First Call Resolution , minimum rejected resolutions / reopen Cases and mitigating security threats.