Technical Support Engineer

Overview

Security Engineering Manager - Southern & Eastern Europe at Cynet Security

Company Description

Cynet's All-in-One Cybersecurity Platform unifies a comprehensive suite of security capabilities into a single, straightforward solution, supplemented by 24/7 expert support. Cynet is designed to provide enhanced protection and maximize margins. Notably, Cynet achieved 100% Protection and 100% Detection Visibility in the 2024 MITRE ATT&CK Evaluation.

Cynet is a technology-oriented company continuously looking for new ways to innovate the Cybersecurity world. Our main priority is to defend our customers from any harm in the vast digital ocean. But Cynet is more than just a platform, it's a team. We value each one of our members and their inputs. Cynet is a place where your work will have a direct impact on the way we service our customers.

Role Description

This is a full-time role for a Tech Support Engineer Tier 2. The Tech Support Engineer Tier 2 will be responsible for providing advanced technical support, troubleshooting complex issues, and assisting clients with cybersecurity solutions. The role involves responding to support tickets and collaborating with the engineering team to resolve issues. This is a hybrid role located in Italy, with full flexibility for working from home.

The Cynet support team provides expert technical support for Italian-based and worldwide clients and in detail is responsible for:

• Installation, configuration, and fine-tuning Cynet products remote and on-site.
• Working with customers to ensure full deployment and support.
• Create supporting documentation and knowledge base for customers.
• Providing formal remote and on-site training with on-the-job training to Cynet customers.
• Providing Tier 2 support – including in-depth investigations and providing workarounds to various problems while meeting SLAs.
• Working closely with the SoC, R&D teams to ensure quick resolution.
• Understanding customer needs and helps to shape the great Cynet platform.

Qualifications

• Advanced troubleshooting and technical support skills
• Experience with cybersecurity solutions, security incident analysis, and network security are a plus
• Proficiency in operating systems, system administration, and scripting languages
• Strong communication and customer service skills, with the ability to explain technical issues to non-technical users
• Relevant certifications such as CompTIA Security+, CEH, CISSP, or similar are a plus
• Ability to work independently, securely leveraging AI and as part of a team
• Previous experience in a technical support role, in cybersecurity is a plus
• Thorough knowledge of Microsoft Windows operating system and server platforms with an emphasis on Windows, Linux and MacOS.
• Excellent communication skills and a passion for providing top-notch service. (written and verbal)
• Strong technical troubleshooting and problem-solving skills.
• Experience with Networking protocols & Networking tools (TCP/IP, Ports, Wireshark, Telnet, Netstat, etc..).
• Excellent problem-solving.
• Team player.
• Multi-tasking.
• Ability to work under pressure
• Proficiency in Italian is required
• Strong fluency in the English language (written and verbal)

You may also have :

• Familiarity with the cybersecurity domain.
• Experience working with Active Directory – Forests / Sites / Replication / GPO etc.
• Experience working with SCCM, SIEM, and other assets management solutions.
• Experience with Databases, ELK & SQL queries