Tech Support Engineer Tier 2

Cynet • Tampa, FL

16h • Hybrid

About The Position

Cynet Security is seeking an experienced and highly skilled Senior Tech Support Engineer / Escalation Engineer to join their global support team. This is a hands-on, customer facing role focused on troubleshooting complex product issues, while also playing a key role in deploying, configuring, and optimizing Cynet’s security solutions. The successful candidate will work closely with customers, internal support tiers, pre-sales and post-sales, R&D, and Product teams to analyze problems, identify root causes, and implement sustainable solutions. This expertise will directly impact customer satisfaction and contribute to the continued growth and excellence of the Cynet platform. This is a full-time hybrid position based in Tampa, Florida, requiring 3 days per week in the office. Flexibility to occasionally cover West Coast business hours is preferred but not required. The role reports directly to the US Technical Support Manager and may require occasional weekend work based on business needs. Cynet is a leader in threat detection and response, aiming to simplify security for organizations of all sizes by empowering lean security teams with an AI-powered, unified platform that autonomously detects, protects, and responds to threats, backed by 24x7 security experts. The company operates with a Partner First mindset, focusing on helping customers and partners stay protected, operate confidently, and achieve their goals, with a vision to provide true cybersecurity peace of mind through fast, accurate protection without noise or complexity.

Requirements

• 4+ years in technical support, post-sales, or professional services
• Strong verbal and written communication skills, ability to present to groups
• Experience working closely with pre-sales and sales
• SQL expertise
• Hands-on experience with configuration, troubleshooting, and documentation of APIs & Integrations
• 2+ years of networking diagnostics, troubleshooting, and configuration experience
• 2-4 years of AWS, Cloud, VMware - troubleshooting, diagnostics, and configuration experience
• Experience with documentation, knowledge management, and secure solution deployment and integration (IT Governance & Best Practices)
• Advanced troubleshooting & diagnostics for Windows
• 2–3 years of troubleshooting & diagnostics for Mac OS/Linux (at least one is a must)

Nice To Haves

• Preferred background in Endpoint Security, Enterprise Networking, or IT Security
• Knowledge in offensive/defensive cybersecurity and product integration
• Knowledge of Security Technologies: IDS/IPS, NGAV, NGFW, SIEM, EPP, EDR, XDR, Firewalls
• ELK and ClickHouse experience
• Ethical hacking/offensive security knowledge

Responsibilities

• Own and resolve complex escalated technical issues, serving as the point of contact for critical customer situations
• Deploy, configure, and optimize Cynet’s platform across diverse customer environments
• Analyze logs, configurations, and system behavior to diagnose and resolve advanced product issues
• Collaborate with R&D, Product, and QA teams to address bugs, edge cases, and long-term product improvements
• Partner with pre-sales and post-sales engineers to ensure smooth customer transitions and align technical expectations
• Deliver guidance and mentorship to Tier 1 Support Engineers
• Maintain and contribute to internal documentation, knowledge base articles, tools, and troubleshooting guides
• Support onboarding efforts, upgrades, and integration workflows with best practices
• Influence product roadmaps by channeling feedback from real world customer scenarios

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 101-250 employees