Technical Support Engineer 2 (Cybersecurity)

Location: Cairo, Egypt

Company

Provider of identity and access management solutions, including authentication, access management, identity lifecycle management, and identity governance for organizations across multiple industries.

What you will do

• Act as a customer advocate and manage technical cases from issue discovery through resolution.
• Communicate with customers, lead conference calls, explain resolution plans, and set expectations.
• Analyze hardware and software functionality, reproduce failures, and perform systems-level troubleshooting.
• Determine case priorities, escalate complex issues, and collaborate with field and senior technical teams.
• Create and maintain knowledge-base, support forum, and self-service content.
• Mentor less experienced support engineers and contribute to technical presentations and training.

Requirements

• Bachelor’s degree in IT, Communications, Computer Science, or a related field.
• 2+ years of relevant experience.
• Knowledge of information and network security fundamentals, SQL, Active Directory administration, Linux, network protocols, and web-based applications.
• Strong customer communication, problem-solving, logical-thinking, teamwork, and pressure-management skills.
• Ability to work rotational shifts, including weekends, holidays, and potential on-call coverage in a 24x7x365 support organization.

Nice to have

• Microsoft IIS troubleshooting or administration experience.
• Docker, Kubernetes, container troubleshooting, or Linux automation knowledge.
• API or SDK troubleshooting, storage technologies, or relevant security certifications such as CISSP, CEH, or OSCP.

Culture & Benefits

• Fast-paced work focused on digital identity and security technologies.
• Opportunities to develop subject-matter expertise and share technical knowledge.
• Equal employment opportunity and a workplace free from discrimination and harassment.