Technical Support Engineer – 3rd Shift Hybrid (Remote & On‑Site) – Cybersecurity & Network Operations

Welcome to Your Next Career Adventure

At PROLIM, we partner with Fortune 1000 enterprises to power their digital transformation journeys through cutting‑edge Product Lifecycle Management (PLM), Internet of Things (IoT), and cloud‑based solutions. Our global footprint spans nine offices across the United States, India, and Australia, and we’ve earned more than 30 industry awards for innovation, excellence, and customer impact. If you’re a technically savvy professional who thrives in fast‑paced, autonomous environments and wants to make a tangible difference in the world of cybersecurity and network operations, this is the role for you.

About PROLIM – Who We Are and Why We Matter

Founded in 2005 and headquartered in Farmington Hills, Michigan, PROLIM has become a trusted advisor to over 1,200 global customers. Our solutions enable manufacturers, engineers, and service organizations to accelerate product development, improve operational efficiency, and reduce time‑to‑market. With a culture built on collaboration, continuous learning, and a passion for technology, we empower our teams to grow, innovate, and lead in a rapidly evolving digital landscape.

Position Overview – What You’ll Do

The Technical Support Engineer – 3rd Shift Hybrid role is a critical pillar of our Service Delivery organization. Working primarily from the comfort of your home, you will also spend a short, structured period on‑site for hands‑on training and collaboration. You’ll act as a frontline guardian of our clients’ IT infrastructure, providing expert troubleshooting, incident resolution, and proactive security monitoring across Windows environments, network devices, and SIEM platforms.

Core Responsibilities

• Incident Management: Receive, triage, and resolve Level 2/3 support tickets related to Windows OS administration, network firewalls (Cisco, Palo Alto), and security events captured in SPLUNK or equivalent SIEM tools.
• Security Operations: Conduct real‑time analysis of alerts, perform packet captures with Wireshark, and execute PCAP analysis to identify threats, anomalous behavior, and potential breaches.
• System Maintenance: Apply patches, updates, and configuration changes across hybrid environments, ensuring compliance with internal policies and industry standards (e.g., NIST, ISO 27001).
• Documentation & Reporting: Maintain accurate logs, update knowledge‑base articles, and produce post‑incident reports that detail root‑cause analysis and remediation steps.
• Automation & Scripting: Develop PowerShell or Bash scripts to streamline repetitive tasks, improve response times, and enhance overall service quality.
• Collaboration: Partner with on‑shore SOC analysts, network engineers, and product specialists to coordinate complex resolution efforts and share expertise.
• Continuous Improvement: Identify trends in recurring issues, propose process enhancements, and participate in regular service review meetings.
• Training & Mentorship: After the initial on‑site training period, serve as a mentor to junior staff, fostering a culture of knowledge sharing and professional development.

Qualifications – What You Need to Succeed

Required Education & Experience

• Associate’s degree in Computer Science, Information Technology, or a related technical discipline, or two (2) years of relevant experience in a technical support, network administration, or SOC analyst role.
• Minimum of one (1) year of hands‑on experience with Microsoft Windows Server administration, including Active Directory, Group Policy, and remote desktop services.
• Demonstrated knowledge of cybersecurity fundamentals, such as threat vectors, defense‑in‑depth architecture, and incident response lifecycle.
• Experience working with SIEM platforms (SPLUNK, QRadar, or similar) for log aggregation, correlation, and alerting.
• Familiarity with network firewall technologies—specifically Cisco ASA/Firepower and Palo Alto Networks appliances.

Preferred Certifications & Skills

• CompTIA Security+, Network+, or equivalent certification.
• Certified Ethical Hacker (CEH) or Offensive Security Certified Professional (OSCP).
• Hands‑on experience with Wireshark, PCAP analysis, and packet-level troubleshooting.
• Knowledge of scripting languages (PowerShell, Python, Bash) for automation.
• Experience in a hybrid (remote + on‑site) support environment, preferably on 3rd‑shift schedules.
• Strong communication skills—both written and verbal—to convey technical concepts to non‑technical stakeholders.

Key Skills & Competencies

• Analytical Thinking: Ability to dissect complex technical problems, identify root causes, and implement sustainable solutions.
• Autonomous Work Style: Proven track record of self‑direction, time management, and proactive escalation when necessary.
• Customer‑Centric Mindset: Commitment to delivering exceptional service experiences and maintaining high satisfaction scores.
• Team Collaboration: Comfortable working across time zones and functional groups, sharing insights, and supporting peers.
• Adaptability: Comfortable navigating evolving technologies, shifting priorities, and emerging security threats.
• Attention to Detail: Precise documentation, meticulous log review, and strict adherence to compliance standards.

Training, Development & Career Growth

PROLIM invests heavily in the professional growth of its employees. As a Technical Support Engineer you will receive:

• Structured On‑Site Training: A comprehensive 2–4 week immersion program on the 1st or 2nd shift, covering PROLIM’s tools, processes, and security frameworks.
• Continuous Learning Stipends: Annual budget for certifications, conferences, and online courses to keep you at the forefront of industry trends.
• Mentorship Program: Pairing with senior SOC analysts and network architects to accelerate skill acquisition and career progression.
• Clear Advancement Pathways: Opportunities to evolve into Senior SOC Analyst, Network Security Engineer, or Technical Team Lead roles within 2–3 years.
• Cross‑Functional Exposure: Access to PROLIM’s PLM, IoT, and cloud practice areas, allowing you to broaden expertise beyond traditional IT support.

Work Environment & Company Culture

Our hybrid model offers the best of both worlds: the flexibility of remote work combined with the collaborative energy of on‑site interaction. You’ll join a diverse, inclusive team that values:

• Transparency: Open communication channels, regular town‑hall meetings, and clear visibility into company goals.
• Innovation: A culture that encourages experimentation, idea sharing, and rapid prototyping of solutions.
Work‑Life Balance: 3rd‑shift schedules are designed to accommodate personal commitments, with generous paid time‑off policies.
• Recognition: Quarterly awards, peer‑nominated accolades, and performance‑based bonuses celebrate exceptional contributions.
• Diversity & Inclusion: Employee resource groups, inclusive hiring practices, and ongoing training foster a welcoming environment for all backgrounds.

Compensation, Perks & Benefits

While specific salary ranges are tailored to experience and market factors, candidates can expect a competitive base pay complemented by a robust benefits package, which typically includes:

• Health, dental, and vision insurance with multiple plan options.
• Company‑matched 401(k) retirement savings plan.
• Paid parental leave, vacation, and sick days.
• Flexible work‑hour arrangements and remote‑work stipends.
• Employee assistance program (EAP) for personal and professional wellbeing.
• Annual performance bonus tied to individual and company goals.
• Access to the latest hardware and software tools required for success.

How to Apply – Take the First Step Today

If you are a motivated, detail‑oriented professional with a passion for cybersecurity, network defense, and technical support, we want to hear from you. Click the link below to submit your resume, cover letter, and any relevant certifications. Our hiring team reviews applications on an ongoing basis, and qualified candidates will be contacted promptly for the next steps.

Apply Now – Join PROLIM’s Elite Support Team

Closing Thoughts – Your Future Starts Here

At PROLIM, you’re not just filling a position—you’re becoming part of a forward‑thinking organization that values your expertise, invests in your growth, and celebrates your successes. The blend of challenging technical work, supportive leadership, and a vibrant community makes this role an unmatched opportunity to advance your career while making a real impact on the security and reliability of world‑class enterprises.

Don’t let this chance pass you by. Submit your application today and embark on a rewarding journey with PROLIM!