Senior Support Engineer (Tier 3) — Escalations & Debugging

Cymulate; United States; On-site; USD 110,000 - 170,000; Full time

Benefits offered by this job

Background in cybersecurity

Job summary

Cymulate is seeking a highly technical support/production engineer to join the R&D team. You will serve as the final escalation point for complex production issues and collaborate with R&D to diagnose root causes and implement permanent fixes.

You will analyze logs, investigate performance and connectivity issues, and mentor Tier 2 support engineers, contributing to high-quality, scalable solutions in a cybersecurity-focused environment.

Qualifications

• Strong background as a highly technical support engineer, backend engineer, or production engineer.
• Experience with logs and observability tools.
• Solid networking fundamentals (TCP/IP, DNS, proxies, firewalls).
• Experience debugging proxy-related issues.
• Experience with Windows, Linux, and macOS.
• Experience with agents or services running on customer machines.
• Proactive mindset - takes ownership, anticipates issues, and drives them to resolution.
• A natural pusher for excellence, quality, and engineering best practices.
• Strong debugging, analytical, and problem-solving skills.

Responsibilities

• Serve as the final escalation point for complex and critical production issues
• Take a proactive role in identifying recurring issues, weak points, and improvement opportunities
• Push for high-quality, long-term solutions, not just short-term fixes
• Work side-by-side with R&D engineers on debugging, root cause analysis, and permanent fixes
• Investigate issues across backend services, databases, agents, and customer environments
• Perform deep analysis of application, system, and agent logs
• Troubleshoot customer-side agents running as services
• Analyze and resolve performance, scalability, and stability issues
• Investigate networking and connectivity issues, including proxies and firewalls
• Provide technical guidance and mentoring to Tier 2 support engineers
• Document root causes, technical findings, and recommended solutions

Skills

Debugging skills

Analytical thinking

Ownership mindset

Observability tools experience

Tools

Logs analysis tools

Job description

Cymulate is seeking a highly technical support/production engineer to join the R&D team. You will serve as the final escalation point for complex production issues and collaborate with R&D to diagnose root causes and implement permanent fixes.

You will analyze logs, investigate performance and connectivity issues, and mentor Tier 2 support engineers, contributing to high-quality, scalable solutions in a cybersecurity-focused environment.