Tech Support Engineer - Tier 2 (Remote)

Cynet • Tampa, FL

1d • Onsite

About The Position

Cynet Security is seeking an experienced and highly skilled Senior Tech Support Engineer / Escalation Engineer to join our 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. You’ll 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. Your expertise will directly impact customer satisfaction and contribute to the continued growth and excellence of our platform.

Requirements

• 4+ years in technical support, post-sales, or professional services
• Strong verbal and written skills, ability to present to groups
• Experience working closely with pre-sales and sales
• SQL expertise is a must
• Hands-on experience with configuration, troubleshooting, and documentation of APIs & Integrations
• 2+ years of diagnostics, troubleshooting, and configuration experience in Networking
• AWS, Cloud, VMware - troubleshooting, diagnostics, and configuration experience (2-4 years)
• Experience with documentation, knowledge management, and secure solution deployment and integration
• 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
• Security Technologies: IDS/IPS, NGAV, NGFW, SIEM, EPP, EDR, XDR, Firewalls
• ELK and ClickHouse experience
• Ethical hacking/offensive security knowledge
• Occasionally cover West Coast business hours

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