L3 Technical Engagement Lead

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

About DataStealth:

DataStealth is a Data Security Platform (DSP) that allows organizations to discover, classify, and protect their most sensitive data and documents, ensuring that sensitive data and documents are secure and that they meet applicable privacy, regulatory, governance and compliance requirements.

Recognized for the fifth consecutive year as a Great Place to Work, we are one of the world’s leading and fastest growing cybersecurity software companies. Our team is the best in the business. Our patented technology provides our large enterprise customers with the ability to solve complex data security problems with a paradigm shifting technology that can actually solve problems.

About You:

You are a customer-focused technical professional who thrives on solving complex problems and ensuring seamless service delivery. With a strong foundation in IT infrastructure, networking, and security, you bring expert-level troubleshooting skills and the ability to communicate technical concepts in clear, approachable language. You excel at managing incidents from start to resolution, collaborating across teams, and creating documentation that empowers both colleagues and customers. Adaptable and proactive, you remain calm under pressure, lead effectively during critical events, and stay ahead of evolving technologies through continuous learning. Above all, you combine technical depth with empathy, delivering solutions that enhance both security and user experience.

Position Overview:

This role requires a unique blend of advanced technical expertise and strong customer engagement skills. You’ll be a trusted point of contact for complex incidents, service requests, and operational changes, working closely with our IT organization to ensure secure, reliable, and timely service delivery. You will be at the intersection of customer advocacy and advanced technical operations, ensuring issues are resolved quickly, securely, and with a focus on delivering measurable value to our clients and organization.

Key Responsibilities:

• Act as the senior technical point of contact for escalated customer incidents, inquiries, and service requests across phone, email, and chat channels.

• Diagnose and resolve advanced networking, application, and infrastructure issues including HTTP, DNS, SSL/TLS, VPN, routing protocols, and firewalls.

• Implement production fixes, deploy changes, and oversee patching cycles for critical infrastructure and security updates.

• Monitor events and alerts, responding to anomalies in real time to maintain system health and performance.

• Lead major incident management during critical events, ensuring clear communication, coordinated escalation, and effective resolution.

• Create and maintain high quality technical documentation (Run Books, SOPs, knowledge base articles) to support operational consistency and training.

• Collaborate with cross-functional teams, including Engineering, Security, and Operations on resolving complex issues and improving processes.

• Support the implementation and enforcement of IT security policies, procedures, and best practices.

• Participate in root cause analysis and continuous improvement initiatives post-incident.

• Assist in lifecycle management of infrastructure assets, including inventory and maintenance planning.

Requirements:

• Strong customer focus with a proven ability to communicate complex technical concepts clearly to both technical and non-technical audiences.

• In-depth understanding of internet technologies and protocols, including HTTP, DNS, SSL/TLS, TCP/IP, VPN, OSPF/BGP, DHCP, SMTP, SSH, and S/FTP.

• Experience troubleshooting and optimizing network and application performance using tools such as curl, dig, traceroute, tcpdump, etc.

• You understand how the Internet works.

• Hands-on experience managing security protocols, firewalls, IDS/IPS, load balancers, and web application firewalls.

• Advanced knowledge of Linux based systems (RHEL and clones), virtualization (KVM, LXC, LibVirt), and cloud platforms (AWS, Azure, GCP).

• Familiarity with web servers such as Nginx, Apache, or IIS.

• Experience with IT service management processes and tools (e.g., JIRA Service Management), with a solid grasp of ITIL best practices.

• Strong analytical and problem-solving skills, with a track record of independently resolving complex technical issues.

• Ability to work effectively across time zones and participate in shift rotations, including nights and weekends for emergency support.

• Commitment to continuous learning and staying ahead of evolving technologies and security practices.

Preferred Qualifications

• ITIL 4 Foundation certification.

• Prior experience in a high availability, security-sensitive environment.
  
  

In this role, you’ll be at the intersection of customer advocacy and advanced technical operations ensuring issues are resolved quickly, securely, and with a focus on delivering measurable value to our clients and organization.

We look forward to reviewing your application!

DataStealth is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.