Tier 2 Technical Support

Cynet•Tampa, FL

16h•Hybrid

About The Position

Cynet Security is seeking an experienced and highly skilled Senior 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. This is a full-time hybrid position based in Tampa, Florida (3 days per week in the office). We value flexibility, and it is preferred (though not required) that candidates can occasionally cover West Coast business hours. You'll report directly to the US Technical Support Manager.

Requirements

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

Nice To Haves

Industry Expertise: Preferred background in Endpoint Security, Enterprise Networking, or IT Security. (advantage).
Integration & Security: Knowledge in offensive/defensive cybersecurity and product integration is a plus. (advantage).
Security Technologies: IDS/IPS, NGAV, NGFW, SIEM, EPP, EDR, XDR, Firewalls (advantage).
Databases: SQL expertise is a must; ELK and ClickHouse experience is a plus.
Cybersecurity Background: Ethical hacking/offensive security knowledge is a plus. (advantage).

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 and Tier 2 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.

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