Postes à Riyadh, United States

Help AG is looking for a talented and experienced Cybersecurity Specialist to join our Support Center team in KSA. This role focuses on break-and-fix support for cybersecurity products, including troubleshooting incidents, resolving technical issues, and delivering high-quality solutions to customers.

The ideal candidate will have hands-on expertise with:

• Palo Alto Networks firewalls
• F5 Application Delivery Controllers
• Fortinet solutions
• OPSWAT
• Other related cybersecurity technologies

• Provide L2/L3 break-and-fix support for cybersecurity products including Palo Alto Firewalls, F5 devices, and related solutions.
• Troubleshoot and resolve configuration issues, hardware/software faults, and performance bottlenecks.
• Manage product tickets in line with defined SLAs, escalating to vendors when necessary.
• Perform root cause analysis (RCA) for recurring incidents and recommend preventive measures.
• Document incidents, troubleshooting steps, and resolutions in the Support Knowledge Base.
• Collaborate with internal teams and vendors to ensure timely resolution and service quality.
• Participate in 24x7 on-call rotations as required for critical issue handling.
• Provide technical guidance and best product practices to customers and internal teams.

• Bachelor’s degree in Computer Science, Information Security, or related field.
• Relevant certifications (preferred):

• Palo Alto (PCNSE/PCNSA)
• F5 Certified Administrator / Specialist
• CISSP, CISM, CISA, CCNP Security (advantageous)

• 2–5 years of experience in cybersecurity support, SOC, or NOC environments.
• Proven hands-on experience with:

• Palo Alto firewalls (policies, NAT, VPN, Panorama).
• F5 load balancers and WAF (LTM, ASM, iRules, SSL offloading).
• Security technologies (IPS/IDS, VPN, proxy, SSL inspection).

• Strong understanding of networking protocols (TCP/IP, DNS, HTTP/HTTPS, BGP, OSPF).
• Strong analytical and problem-solving skills.
• Ability to work under pressure and meet SLA-driven timelines.
• Excellent communication in Arabic and English.
• Strong customer service orientation.

• Health insurance with one of the leading global providers for medical insurance.
• Career progression and growth through challenging projects and work.
• Employee engagement and wellness campaigns activities throughout the year.
• Tailored training & development program.

Help AG is the cybersecurity arm of e& enterprise (formerly Etisalat Digital) and provides leading enterprise businesses across the Middle East with strategic consultancy combined with tailored information security solutions and services that address their diverse requirements, enabling them to evolve securely with a competitive edge.

Present in the Middle East since 2004, Help AG was strategically acquired by e& (formerly Etisalat Group) in 2020, hence creating a cybersecurity and digital transformation powerhouse in the region.

Help AG has firmly established itself as the region\'s trusted IT security advisor by remaining vendor-agnostic, trustworthy, independent, and maintaining its focus on all aspects of cybersecurity.

With best-of-breed technologies from industry-leading vendor partners, expertly qualified service delivery teams and a state-of-the-art consulting practice, Help AG delivers unmatched value to its customers by strengthening their cyber defenses and safeguarding their business.