Senior Technical Support Engineer / Escalation Engineer - Remote

Overview

Cynet Security is seeking an experienced and highly skilled Senior 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.

In Short

• Own and resolve complex escalated technical issues, serving as the point of contact for critical customer situations.
• Deploy, configure, and optimize Cynet’s platform across diverse customer environments.
• Analyze logs, configurations, and system behavior to diagnose and resolve advanced product issues.
• Collaborate with R&D, Product, and QA teams to address bugs, edge cases, and long-term product improvements.
• Partner with pre-sales and post-sales engineers to ensure smooth customer transitions and align technical expectations.
• Deliver guidance and mentorship to Tier 1 and Tier 2 support engineers.
• Maintain and contribute to internal documentation, knowledge base articles, tools, and troubleshooting guides.
• Support onboarding efforts, upgrades, and integration workflows with best practices.
• Influence product roadmaps by channeling feedback from real-world customer scenarios.

Requirements

• Experience: 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 is a plus. (advantage).
• Communication: Strong verbal and written skills, ability to present to groups. (must).
• Collaboration: Experience working closely with pre-sales and sales.
• Security Technologies: IDS/IPS, NGAV, NGFW, SIEM, EPP, EDR, XDR, Firewalls (advantage).
• Databases: SQL expertise is a must; ELK and ClickHouse experience is a plus.
• APIs & Integrations: Hands-on experience with configuration, troubleshooting, and documentation. (must).
• Cybersecurity Background: Ethical hacking/offensive security knowledge is a plus. (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 integration.
• Operating Systems: Advanced troubleshooting & diagnostics in Windows (must); Mac OS/Linux: 2–3 years of troubleshooting & diagnostics (at least one is a must).

Benefits

• Competitive salary and benefits
• 401(k) Cynet matching program (3%)
• Medical/dental
• Paid vacation and company-paid holidays
• Healthy meals and snacks available for non-remote employees
• Reimburse Commuter Benefit for non-remote employees
• Flexible Spending Account (FSA) Plans
• Supplemental Life Insurance
• Parental Leave Policy
• Internet /Cell Phone Stipend
• Team events and Happy hours