Senior Technical Support Engineer

This is a fully remote position, open to applicants in Egypt.

📋 Description

• Serve as the Tier 2/Escalation resource for intricate technical challenges, diagnosing and resolving underlying system, network, and software issues for our clients.

• Assist clients in the deployment and configuration of software agents (such as EDR and monitoring tools) across a variety of enterprise environments (including Windows, Linux, Kubernetes, etc.).

• Develop and conduct extensive technical training sessions to ensure clients are fully prepared to utilize and maintain our solutions.

• Facilitate communication with key client stakeholders (including technical Champions) during critical technical challenges, translating complex issues into concise, actionable updates.

• Create detailed Knowledge Base (KB) articles and standard operating procedures (SOPs) to enhance future installations and troubleshooting processes.

• Mentor and guide junior support personnel in advanced troubleshooting methods and client relationship management.

⛳️ Requirements

• Over 5 years of experience in enterprise technical support, field engineering, or a highly technical, customer-facing B2B SaaS role.

• Proficient in managing and resolving major enterprise operating systems, particularly Windows, Linux, and macOS.

• Strong knowledge of public cloud platforms (AWS, Azure, or GCP) to support and resolve software configurations in cloud and hybrid settings.

• Solid understanding of network configurations and protocols, including TCP/IP, DNS, ICMP, and Firewalls, with the capability to utilize network tools to resolve connectivity and installation issues.

• Proficient in PowerShell and Shell scripting (Bash) for automating troubleshooting and managing large-scale software deployments.

• General understanding of cybersecurity products (such as EDR, SIEM, or XDR) solely from an installation, system compatibility, and setup perspective.

• Excellent ability to analyze deployment failures, interpret complex log files, and replicate intricate client environments in a testing laboratory.

• Strong verbal and written communication skills, coupled with the professionalism required to deliver training and conduct crucial discussions during onsite client engagements.

🏝️ Benefits

• 💰 Competitive Package – Salary + equity options + saving plan

• 🧘 Flexible & Remote – Work from anywhere with an outcomes-first culture

• 🤝 Team of Experts – Collaborate with designers, engineers, and security professionals to tackle real-world challenges

• 🚀 Growth-Focused – Your ideas are implemented, your voice is valued, your development is a priority

• 🌍 Global Impact – Create products that safeguard critical systems and data