Tier 2 Technical Support Engineer
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Job Description
Providing Tier 2 technical support for Cynet products while ensuring customer satisfaction. Working closely with R&D and SOC teams for effective issue resolution in a remote setting.
Responsibilities:
- Installation, configuration, and fine-tuning of Cynet products (remote and occasional on-site, if required).
- Working closely with customers to ensure full deployment, optimization, and ongoing support.
- Creating supporting documentation and knowledge base articles for customers.
- Delivering formal remote training sessions and hands-on guidance to Cynet customers.
- Providing Tier 2 support – including in-depth investigations and delivering workarounds or permanent solutions while meeting SLAs.
- Collaborating closely with the SOC and R&D teams to ensure fast and effective issue resolution.
- Understanding customer needs and contributing feedback to help shape and improve the Cynet product.
Requirements:
- Thorough knowledge of Microsoft Windows operating systems and Windows Server platforms.
- Good knowledge of Linux distributions and/or macOS.
- Strong technical troubleshooting and problem-solving skills.
- Experience with networking protocols and tools (TCP/IP, Ports, Wireshark, Telnet, Netstat, etc.).
- Excellent written and verbal communication skills in English.
- Customer-oriented mindset with a passion for delivering top-notch service.
- Ability to multitask and work effectively under pressure.
- Strong team player with the ability to work independently in a remote environment.
- Willingness to work flexible hours to support global customers.
- Familiarity with the cybersecurity domain.
- Experience working with Active Directory (Forests, Sites, Replication, GPOs, etc.).
- Experience with SCCM, SIEM, and other asset management solutions.
- Experience with databases, ELK stack, and SQL queries.
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