Our Team

Our team has a broad set of skill sets to ensure we can meet your needs and goals:

  • Developers
  • Integrations/SIEM Experts
  • Industry Experts/IR/Security Practitioners
  • Technical Account Managers
  • Customer Operation Managers
  • Support (1st, 2nd, & 3rd Tiers)

Customer Success Pillars


SIEM and Fidelis Solutions Experts/ Client Advocate/ Deployments/ Integrations/ Acct Management

Customer Care

Tier 1, 2 & 3 Technical Support

Solutions Eng

Tier 3 Technical Support/ Build Custom Integrations & Feeds/Build Features

Professional Services and Education

IR Retainers, IR Engagements, Design/Execute Security Support Services for CSO customers

MDR & Threat Analytics

Managed Detection and Response to include Requests for Information/Threat Research/Threat Hunting

Seamless Experience

Customer Care

  • Proactive Communication
  • Timely Response
  • Multiple Methods to Contact Support
  • Multiple Levels of Support and Expertise

Fidelis Cybersecurity University

  • Focused Solely on Client Operations
  • Online Product Training Online Integrations Training
  • Live Webinar Training

Professional Service

Assist clients in maturing their Security Program Augment client resources through services:

  • MDR
  • Threat Hunting
  • Incident Response
  • Threat Research as a Service

Customer Success Offerings

Whether our customers have a simple or complex environment, Fidelis offers Technical Account Managers that will help operationalize Fidelis solutions and products in their environment. Our program includes program management, project management, deployment planning, and configuration of Fidelis products. This ensures everything is fine-tuned and optimized to our customer’s unique environments. Each Fidelis TAM has deep technical expertise and is able to guide our customers through deployments as well as provide security based consultative recommendations to help the customer recognize value and complete their missions.

TAMs are with our customers every step of the way. TAMs will ensure your requirements are met, and will provide customer advocacy to Fidelis Senior Staff, Engineering, and Product Management teams which allows our Organization to be flexible and result focused- because we recognize that our customers requirements and needs change with the threat landscape; and we are able to meet those ever changing requirements that are mission critical to our customers.

We provide customers with on-demand or live training, with different level courses designed to ensure you get the most value out of your Fidelis products. Whether you’re a new user or an experienced power user, Fidelis Cyber Security University has a course track for you, including:

  • Fidelis Network, Endpoint and Deception Administrator courses
  • Endpoint and Network Introductory Triage and Investigation
  • Endpoint and Network Threat Hunting
  • Network Advanced Rule Writing

We are constantly developing new courses based on your feedback and the ever-evolving security landscape. In addition to your classroom work FCU supplies you with:

  • A certificate of completion
  • Access to course updates and changes
  • Virtual lab environments to cement your learning
  • Access to webinars and mini-training courses on industry topics

Fidelis Cybersecurity University is committed to your success with Fidelis Products and helping your secure your environment from attackers.

  • Provides TI expertise/augments client staff
  • Allows a more formal method/response for clients to Request Information
  • Includes Request for Information, including information about credential dumps to news/events; Can include Malware Analysis and Threat Research from simple triage to advanced research (attribution).
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Fidelis Managed Detection and Response (MDR) delivers industry-best talent and solutions to proactively hunt threats, speed up investigations, and stop detected threats. Fidelis MDR can augment your existing SOC with proactive threat hunting or act as your trusted security team running the Fidelis Elevate™ platform. Gain a competitive edge with the benefits of unmatched security expertise and a unified security operations platform designed to protect the most complex environments.


Fidelis’ dedicated Incident Response team has decades of experience and has worked to remediate some of the world’s most high-profile security breaches. The team has responded to more than 4000 security cases in both the commercial and government sectors and has provided expert testimony in over 100 court proceedings. Our professionals can quickly identify and remove attackers from the environment, re-secure the enterprise and help your organization successfully recover from an incident.


Every customer environment is different with its own unique requirements. Fidelis engineers can deliver custom integrations and workflows for any requirements not immediately satisfied by out-of-the-box offerings. Workflows tailor the use of Fidelis solutions to the unique needs or pre-existing procedures present in a client environment, and integrations handle data input-output between Fidelis solutions and third party products.

Fidelis Cybersecurity University (FCU) offers world class training to support our suite of cyber security products.

FCU provides you with online and on-demand introductory courses hosted on our learning management system. These course are designed to get you “in the trenches” and working with alert data immediately.

We also offer “hands-on” public or private virtual/on-site instructor-lead advanced courses for our more technical and experienced users.

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Course Descriptions

In this on-demand introductory course you will learn the capabilities of the Endpoint component of the Fidelis Elevate platform.  

Students will gain an understanding of endpoint behaviors monitoring and alert creation so you may take action on suspicious behaviors through the use of threat intelligence and scripts. 

Students will also learn how agents are deployed onto endpoints in their environment, how to manage user access and permissions and general Fidelis Endpoint architecture.

The course also includes a self-directed one day lab environment.

Course Topics

The course includes the following topics: 

  1. Fidelis Endpoint Architecture
  2. User Interface Overview
  3. Deployment overview
  4. Configuration groups and roles
  5. Troubleshooting

Course Objectives:

  • To introduce students to the use of the Fidelis Elevate Endpoint Module
  • To gain an understanding of how to navigate the interface effectively, read an alert and understand all aspects of the alert data provided
  • Understand how agents are deployed to endpoints
  • Create and manage groups of endpoints
  • Import and execute script tasks to perform any number of tasks, and review the resulting data
  • View and manage alerts on the Alerts Console
  • To learn how to configure Endpoint groups and roles
  • How to troubleshoot Fidelis Endpoint and where to go for help

In this online on-demand introductory course you will learn the capabilities of the Network component of the Fidelis Elevate platform. 

Participants will gain an understanding of the leading technology, architecture and capabilities like Deep Packet and Session inspection that makes Network a leading solution. 

You will learn how to navigate the user interface and create alerts and policies that allow you to monitor and control what takes place in your environment. 

Students will learn how work with metadata collected by Fidelis Network. You will learn how to search and filter data and interpret it to create rules that secures your environment.

The course also includes a self-directed one day lab environment.

Course Topics

The course will cover the following topics: 

  1. Technology Overview
  2. User Interface Overview
  3. User Management and Permissions
  4. Dashboards
  5. Intelligence and Policy Configuration
  6. Deep Session introduction
  7. Integrations
  8. Troubleshooting

Course Objectives:

  • To introduce students to the use of the Fidelis Elevate Network Module.
  • To gain an understanding of how to navigate the interface effectively, read an alert and understand all aspects of the alert data provided.
  • To introduce students on how to search for metadata.
  • To introduce at a high level, how fingerprints, rules and policies work to create alerts and how to “read backwards” to understand an alert.
  • To introduce students on the purpose of Policies and how to create and use them.
  • To introduce students to user management and permissions that allows users to be assigned access to the Fidelis Network module with specific permissions and role.
  • To introduce students to Alert Management, such as creation, use and interpretation.
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