Technical Support Engineer Tier 2

Job Overview

Cynet Security is seeking an experienced and highly skilled Senior Tech Support Engineer / Escalation Engineer to join our global support team. This is a hands‑on, customer‑facing role focused on troubleshooting complex product issues while also playing a key role in deploying, configuring, and optimizing Cynet’s security solutions.

You’ll work closely with customers, internal support tiers, pre‑sales and post‑sales, R&D, and Product teams to analyze problems, identify root causes, and implement sustainable solutions. Your expertise will directly impact customer satisfaction and contribute to the continued growth and excellence of our platform.

This is a full‑time on‑site position based in Tampa, Florida
. The role may require occasional weekend work based on business needs. Candidates may occasionally need to cover West Coast business hours.

You will report directly to the US Technical Support Manager.

• Own and resolve complex escalated technical issues, serving as the point of contact for critical customer situations.
• Deploy, configure, and optimize Cynet’s platform across diverse customer environments.
• Analyze logs, configurations, and system behavior to diagnose and resolve advanced product issues.
• Collaborate with R&D, Product, and QA teams to address bugs, edge cases, and long‑term product improvements.
• Partner with pre‑sales and post‑sales engineers to ensure smooth customer transitions and align technical expectations.
• Deliver guidance and mentorship to Tier 1 Support Engineers.
• Maintain and contribute to internal documentation, knowledge base articles, tools, and troubleshooting guides.
• Support onboarding efforts, upgrades, and integration workflows with best practices.
• Influence product roadmaps by channeling feedback from real‑world customer scenarios.

• 4+ years in technical support, post‑sales, or professional services (must).
• Background in Endpoint Security, Enterprise Networking, or IT Security (advantage).
• Knowledge of offensive/defensive cybersecurity and product integration (advantage).
• Strong verbal and written communication skills, ability to present to groups (must).
• Experience working closely with pre‑sales and sales.

• Security Technologies: IDS/IPS, NGAV, NGFW, SIEM, EPP, EDR, XDR, Firewalls (advantage).
• Databases: SQL expertise is a must
  ; ELK and Click House experience is a plus.
• APIs & Integrations:
  Hands‑on experience with configuration, troubleshooting, and documentation (must).
• Cybersecurity Background:
  Ethical hacking/offensive security knowledge (advantage).
• Networking: 2+ years of diagnostics, troubleshooting, and configuration experience.
• Cloud & Virtualization: AWS, Cloud, VMware – troubleshooting, diagnostics, and configuration experience (2–4 years).
• IT Governance & Best Practices:
  Experience with documentation, knowledge management, and secure solution deployment and integration.

• Windows:
  Advanced troubleshooting & diagnostics (must).
• Mac OS/Linux: 2–3 years of troubleshooting & diagnostics; at least one of the two is a must.

• A natural problem solver who thrives on tackling complex technical challenges.
• A person with a deep technical background in security, operating systems, networking, and cloud environments.
• Passionate about delivering exceptional customer experiences through ownership and technical expertise.
• An excellent communicator—clear, confident, and adaptable to different audiences.
• Comfortable working under pressure and in fast‑paced environments.
• Self‑motivated, methodical, and always looking to learn, improve, and contribute.
• A collaborative team player who values knowledge sharing and cross‑functional alignment.

Cynet is a leader in threat detection and response, designed to simplify security for organizations of all sizes. Our mission is to empower lean security teams and their partners with an AI‑powered, unified platform that autonomously detects, protects, and responds to threats – backed by 24‑×‑7 security experts.

With a Partner First mindset
, we focus on helping customers and partners stay protected, operate confidently, and achieve their goals. Our vision is to give every organization true cybersecurity peace of mind, providing fast, accurate protection without the noise or complexity.