Tier 2 Technical Support Engineer

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

📋 Description

• Responsible for the installation, configuration, and optimization of Cynet products, both remotely and occasionally on-site as necessary.

• Collaborate closely with clients to guarantee complete deployment, optimization, and continuous support.

• Develop supporting documentation and knowledge base articles for customer reference.

• Conduct formal remote training sessions and provide hands-on assistance to Cynet customers.

• Deliver Tier 2 support, which includes comprehensive investigations and providing workarounds or permanent solutions while adhering to SLAs.

• Work in close partnership with the SOC and R&D teams to ensure quick and effective issue resolution.

• Grasp customer requirements and offer feedback to enhance and refine the Cynet product.

⛳️ Requirements

• In-depth understanding of Microsoft Windows operating systems and Windows Server platforms.

• Good knowledge of Linux distributions and/or macOS.

• Strong technical troubleshooting and problem-solving abilities.

• Familiarity with networking protocols and tools such as TCP/IP, Ports, Wireshark, Telnet, Netstat, and others.

• Exceptional written and verbal communication skills in English.

• Customer-centric attitude with a dedication to providing exceptional service.

• Capability to manage multiple tasks and perform effectively under pressure.

• Strong team player with the ability to work independently in a remote setting.

• Flexibility to work varied hours to accommodate global customers.

• Knowledge of the cybersecurity field.

• Experience with Active Directory, including Forests, Sites, Replication, and GPOs.

• Proficiency with SCCM, SIEM, and other asset management tools.

• Experience with databases, ELK stack, and SQL queries.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• A collaborative and inclusive company culture.