Senior Technical Support Engineer

Role overview

Cyolo is hiring a seasoned Technical Support Engineer to own advanced customer issues, coordinate complex incident handling, and act as a senior escalation contact at L3 level. The role is focused on rapid resolution, dependable support operations, and maintaining a strong customer experience.

In this position, you will work directly with customers to diagnose and solve difficult technical problems across varied environments. You will also serve as a technical partner to Engineering, Product, and Customer Success, helping improve product behavior, strengthen support processes, and feed customer insights into future roadmap decisions.

The job is highly collaborative and involves close coordination with R&D, Product, and Customer Success to deliver consistent support and continuous improvement.

Responsibilities

• Provide technical assistance to customers and partners.
• Own support cases from initial logging through final resolution, including consistent follow-up.
• Perform fault isolation and determine root causes for technical problems.
• Write technical support bulletins and knowledge base articles.
• Review technical materials used in training, marketing, manuals, and troubleshooting guides.
• Share configuration guidance, troubleshooting steps, and practical best practices with customers.
• Work with Engineering to help improve how the product functions in real-world use.
• Translate complex technical issues clearly for both internal teams and external stakeholders.
• Route customer feedback appropriately to Product Management and R&D.
• Document and publish reusable solution content for customers and internal teams.

Requirements

• At least 5 years of experience in a customer-facing technical support, support engineering, or escalation engineering role.
• Background handling L3 or senior-level incidents and escalations.
• Strong practical experience troubleshooting and debugging Linux systems.
• Solid knowledge of networking basics such as DNS, TCP/IP, routing, HTTP/HTTPS, VPN, and SSH.
• Ability to troubleshoot production or customer-facing environments.
• Experience working directly with enterprise customers.
• Well-developed diagnostic and root-cause analysis capabilities.
• Experience in cybersecurity, SaaS, infrastructure, or networking organizations.
• Comfort working in a 24/7 uptime environment with on-call duties.
• Strong written, verbal, and presentation communication skills.
• Ability to work collaboratively with cross-functional teams and maintain open communication.

Preferred qualifications and technical exposure

The following capabilities were highlighted as beneficial for the role: familiarity with Windows, Linux, iOS, Android, and macOS installation, troubleshooting, and debugging; knowledge of security market trends and competitor products; experience with internet technologies such as DNS, security, IP routing, SSH, FTP, HTTP/HTTPS, and email routing; familiarity with IP networking tools and monitoring platforms such as Datadog or CloudWatch; working knowledge of SIEM tools for parsing, correlation, data modeling, and dashboards; exposure to vulnerability management tools and firewalls; basic understanding of Kubernetes, GCP, and AWS for cloud-agent troubleshooting and data extraction; and scripting familiarity in JS, Python, PowerShell, SQL, XDL, or SPL.

Additional preferred points included a bachelor’s degree in computer science or a related field, or equivalent military experience, along with the ability to communicate in Spanish.

Work style

This is a hands-on support role for someone who is confident operating independently in complex environments while partnering closely with engineering and customer-facing teams.