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12 days ago
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Requirements and responsibilities
Cynet Security is seeking an experienced and highly skilled Senior Tech Support Engineer / Escalation Engineer to join our global support team. This is a hands-on, customer facing role focused on troubleshooting complex product issues, while also playing a key role in deploying, configuring, and optimizing Cynet’s security solutions. You’ll work closely with customers, internal support tiers, pre-sales and post-sales, R&D, and Product teams to analyze problems, identify root causes, and implement sustainable solutions. Your expertise will directly impact customer satisfaction and contribute to the continued growth and excellence of our platform. This is a full-time remote position.We value flexibility, and it is preferred (though not required) that candidates can occasionally cover West Coast business hours.You'll report directly to the US Technical Support Manager.This role may require occasional weekend work based on business needs.What will you doOwn and resolve complex escalated technical issues, serving as the point of contact for critical customer situationsDeploy, configure, and optimize Cynet’s platform across diverse customer environmentsAnalyze logs, configurations, and system behavior to diagnose and resolve advanced product issuesCollaborate with R&D, Product, and QA teams to address bugs, edge cases, and long-term product improvementsPartner with pre-sales and post-sales engineers to ensure smooth customer transitions and align technical expectationsDeliver guidance and mentorship to Tier 1 Support EngineersMaintain and contribute to internal documentation, knowledge base articles, tools, and troubleshooting guidesSupport onboarding efforts, upgrades, and integration workflows with best practicesInfluence product roadmaps by channeling feedback from real world customer scenarios RequirementsCore RequirementsExperience: 4+ years in technical support, post-sales, or professional services (must) Industry Expertise: Preferred background in Endpoint Security, Enterprise Networking, or IT Security (advantage) Integration & Security: Knowledge in offensive/defensive cybersecurity and product integration (advantage) Communication: Strong verbal and written skills, ability to present to groups (must) Collaboration: Experience working closely with pre-sales and salesTechnical SkillsSecurity Technologies: IDS/IPS, NGAV, NGFW, SIEM, EPP, EDR, XDR, Firewalls (advantage) Databases: SQL expertise is a must; ELK and ClickHouse experience is a plusAPIs & Integrations: Hands-on experience with configuration, troubleshooting, and documentation (must) Cybersecurity Background: Ethical hacking/offensive security knowledge (advantage)Networking: 2+ years of diagnostics, troubleshooting, and configuration experience Cloud & Virtualization: AWS, Cloud, VMware - troubleshooting, diagnostics, and configuration experience.(2-4 years). IT Governance & Best Practices: Experience with documentation, knowledge management, and secure solution deployment and integrationOperating SystemsWindows: Advanced troubleshooting & diagnostics (must)Mac OS/Linux: 2–3 years of troubleshooting & diagnostics (at least one is a must)You areA natural problem solver who thrives on tackling complex technical challengesSomeone with a deep technical background in security, operating systems, networking, and cloud environmentsPassionate about delivering exceptional customer experiences through ownership and technical expertiseAn excellent communicator—clear, confident, and adaptable to different audiencesComfortable working under pressure and in fast-paced environmentsSelf-motivated, methodical, and always looking to learn, improve, and contributeA collaborative team player who values knowledge sharing and cross-functional alignmentAbout UsCynet is a leader in threat detection and response, designed to simplify security for organizations of all sizes. Our mission is to empower lean security teams and their partners with an AI-powered, unified platform that autonomously detects, protects, and responds to threats - backed by 24×7 security experts.With a Partner First mindset, we focus on helping customers and partners stay protected, operate confidently, and achieve their goals. Our vision is to give every organization true cybersecurity peace of mind, providing fast, accurate protection without the noise or complexity.
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