Associate Product Support Engineer (Cybersecurity)

TL;DR

Associate Product Support Engineer (Cybersecurity): Providing technical support and troubleshooting for enterprise-level cybersecurity products with an accent on system-level problem escalations and customer communication. Focus on resolving complex software issues, managing product escalations, and advising customers on product configuration.

Location: Hybrid (Belfast, Northern Ireland)

Company

Global leader in human- and agent-centric cybersecurity protecting data and AI agents across email and cloud tools.

What you will do

• Provide technical support to administrators and enterprise partners during the 1pm to 10pm shift.
• Troubleshoot complex technical issues via phone, web-based tools, and email.
• Manage product escalations and act as a liaison between customers and tiered support.
• Advise customers on proper product use and specific system issues.
• Assist with consultative queries regarding product configuration and features.
• Mentor associate-level team members and contribute to knowledgebase documentation.

Requirements

• Experience in a technical support or helpdesk environment.
• Proven ability in problem analysis and resolution of software issues.
• Strong professional communication skills for interacting with customers.
• Ability to operate in a fast-paced, agile environment using critical thinking.
• Proven ability to function in a self-directed environment and collaborate with a team.

Nice to have

• Experience with Email Systems, Networking, and DNS.
• Experience with Linux.
• Proactive and innovative mindset.

Culture & Benefits

• Competitive compensation including a specific shift allowance for the 1pm-10pm schedule.
• Comprehensive benefits package and company-wide wellbeing initiatives.
• Hybrid working environment and flexible interview scheduling.
• Annual wellness and community outreach days.
• Global collaboration and networking opportunities.