Senior Technical Support Engineer – Cybersecurity

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

📋 Description

• Deliver high-level technical assistance to enterprise clients through ticketing systems, phone, email, and remote sessions.

• Analyze, troubleshoot, and resolve intricate application and operating system issues.

• Prioritize customer-reported incidents and oversee escalations in alignment with predefined SLAs.

• Determine root causes and differentiate between product flaws, environmental challenges, and configuration issues.

• Work collaboratively with engineering teams to address technical challenges and enhance product performance.

• Provide insights on customer-reported product concerns to foster ongoing product development.

• Accurately document troubleshooting procedures, discoveries, resolutions, and customer interactions.

• Lead root cause analyses and contribute to corrective and preventive actions.

⛳️ Requirements

• Minimum of 3 years of experience as a Technical Support Engineer or in a comparable technical support position.

• Demonstrated experience providing support to external enterprise clients in a technical context.

• Practical knowledge of endpoint security solutions, such as EDR and/or XDR.

• Strong familiarity with SIEM technologies, including data collection, parsing, correlation rules, dashboards, reporting, and integrations.

• Solid understanding of networking principles and the ability to troubleshoot complicated environments with multiple applications and protocols.

• Experience in installing, troubleshooting, and debugging applications on Windows, Linux, and macOS platforms.

• Exceptional written and verbal communication skills in English.

• Strong analytical and problem-solving abilities with a customer-centric approach.

• Capacity to manage difficult customer situations in a professional and collaborative manner.

• High degree of integrity, adaptability, and ownership.

• Familiarity with enterprise cybersecurity and security analytics platforms is preferred.

• Understanding of cloud infrastructure and cloud-based security solutions is a plus.

• Experience with incident response and security investigations is advantageous.

• Scripting experience for troubleshooting and automation is beneficial.

• Knowledge of Microsoft server technologies, including Active Directory, Group Policy, SCCM, MSSQL, IIS, or Exchange, is a bonus.

🏝️ Benefits

• Nurturing team atmosphere.

• Opportunities for personal growth and challenges within the role.

• Supportive care representatives dedicated to employee success and well-being.