Cybersecurity Technical Support Engineer

Paramount Computer Systems; Muscat; On-site; Full time

Job summary

A leading tech company in Muscat is seeking a Cybersecurity Technical Support Engineer. The ideal candidate will provide technical assistance, troubleshoot cybersecurity issues, and educate customers on best practices. Qualifications include a bachelor's degree in IT or related field, and 1-3 years of support experience. This role demands excellent problem-solving skills and knowledge of networking concepts. Join us to contribute significantly to our cybersecurity efforts in a fast-paced environment.

Qualifications

• 1 to 3 years of experience in technical support or IT support role.
• Relevant industry certifications are a plus.

Responsibilities

• Provide Level 1 technical support for cybersecurity products.
• Document all support interactions and troubleshooting steps.
• Collaborate with engineering and product teams for complex issues.
• Conduct routine security solution health checks.

Skills

Technical support troubleshooting

Problem-solving skills

Communication skills

Networking concepts

Cybersecurity best practices

Education

Bachelor's degree in Computer Science or related field

Tools

Firewalls

IDS/IPS

Endpoint security solutions

Various operating systems (Windows, macOS, Linux)

Job description

Cybersecurity Technical Support Engineer

We are seeking a highly motivated Omani citizen to join our team as a Cybersecurity Technical Support Engineer, based in our office in Shatti Al Qurum in Muscat. The ideal candidate will be the first line of defense for our customers, providing expert technical assistance and troubleshooting to resolve cybersecurity-related issues. You will be responsible for diagnosing, documenting, and resolving a wide range of technical problems, ensuring our clients' systems and networks are secure and operational. This role requires a blend of technical expertise, problem-solving skills, and excellent communication.

Key Responsibilities:

• Provide Level 1 technical support / trouble shooting for cybersecurity products and services, including firewalls, intrusion detection/prevention systems (IDS/IPS), Proxy, SASE, Vulnerability Management solution , and endpoint security solutions
• Some examples could be any of these vendors - Trellix, Cybereason, CrowdStrike, Forcepoint DLP and Web security, Skyhigh, Forta, Thales, Imperva, Rapid 7, Qradar, Tenable, Netskope, Palo Alto, Fortinet, etc
• Act as a first point of contact for customer-reported issues, accurately diagnosing problems and providing effective, timely solutions.
• Document all support interactions, troubleshooting steps, and resolutions in a ticketing system to build a comprehensive knowledge base.
• Collaborate with engineering and product development teams, vendors to escalate complex issues, provide feedback on product performance, and contribute to future product enhancements.
• Assist clients with the installation, configuration, and maintenance of cybersecurity software and hardware.
• Conduct routine Security solution health checks.
• Working on the documentations like SOP, As built, upgrade plan etc
• Stay up-to-date with the latest cybersecurity threats, trends, and technologies to provide informed and effective support.
• Educate customers on cybersecurity best practices and how to use our products to their full potential.
• Participate in the on-call rotation to provide emergency support for critical incidents.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field.
• 1 to 3 years of experience in a technical support, help desk, or IT support role
• Understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, etc.).
• Experience with a variety of operating systems, including Windows, macOS, and Linux.
• Familiarity with common cybersecurity frameworks and methodologies (e.g., CIS, NIST, ISO 27001).
• Excellent problem-solving and analytical skills, with a meticulous attention to detail.
• Strong verbal and written communication skills, with the ability to explain complex technical concepts to non-technical users.
• Relevant industry certifications are a plus (e.g., CompTIA Security+, Network+, or vendor-specific certifications).
• Ability to work effectively under pressure in a fast-paced environment.