XDR Support Analyst

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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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