Technical Support Engineer (Cybersecurity)

Location: Remote

Company

Cybersecurity SaaS provider focused on identity security, privileged access protection, and reducing the impact of identity-based attacks.

What you will do

• Support customers by phone, email, and chat during product deployment and configuration.
• Troubleshoot, debug, resolve, document, and escalate customer incidents.
• Manage customer communication, expectations, and incident status updates.
• Coordinate customer issues with Engineering, Sales, Field Engineering, and Product Management.
• Escalate critical issues and roadblocks to the Technical Support Manager.
• Participate in the on-call rotation for the assigned product team.

Requirements

• Approximately 5 years of experience in enterprise software customer support or IT support.
• Bachelor’s degree in a related technical field preferred.
• Proficiency with Windows-based server operating systems, including Microsoft Windows Server.
• Knowledge of Active Directory, Group Policy Objects, Windows account administration, DNS, virtualization, and networking tools.
• Understanding of network topology, network layers, antivirus and firewall rules, security software, and secure machine-to-machine communications.
• Strong customer-care, analytical, teamwork, verbal, and written communication skills.

Culture & Benefits

• Remote work environment built around flexibility and trust.
• Continual learning and recognition for professional growth and impact.
• Collaborative culture focused on diversity, inclusion, and team connection.
• Interaction with cross-functional teams across support, engineering, sales, product management, and development.