Senior Technical Support Engineer – Cybersecurity

• Provide advanced technical support to enterprise customers via ticketing systems, phone, email, and remote sessions
• Investigate, troubleshoot, and resolve complex application-level and operating-system-level issues
• Triage customer-reported incidents and manage escalations according to established SLAs
• Identify root causes and distinguish between product defects, environmental issues, and configuration problems
• Collaborate with engineering teams to resolve technical issues and improve product performance
• Provide feedback on customer-reported product issues to support continuous product improvement
• Document troubleshooting steps, findings, resolutions, and customer communications accurately
• Facilitate root cause investigations and contribute to corrective and preventive measures

• At least 3 years of experience as a Technical Support Engineer or in a similar technical support role
• Proven experience supporting external enterprise customers in a technical environment
• Hands-on experience with endpoint security solutions, including EDR and/or XDR
• Strong knowledge of SIEM technologies, including data collection, data parsing, correlation rules, dashboards, reporting, and integrations
• Good understanding of networking fundamentals and ability to troubleshoot complex environments involving multiple applications and protocols
• Experience installing, troubleshooting, and debugging applications across Windows, Linux, and macOS
• Excellent written and verbal English communication skills
• Strong analytical and problem-solving skills and a customer-focused mindset
• Ability to handle challenging customer situations professionally and collaboratively
• High level of integrity, adaptability, and ownership
• Experience with enterprise cybersecurity and security analytics platforms is nice to have
• Knowledge of cloud infrastructure and cloud-based security solutions is nice to have
• Experience with incident response and security investigations is nice to have
• Scripting experience for troubleshooting and automation is nice to have
• Experience with Microsoft server technologies, including Active Directory, Group Policy, SCCM, MSSQL, IIS, or Exchange, is nice to have

• Supportive team environment
• Opportunities to grow and challenge themselves in the role
• Consultant care representatives committed to employee success and well-being