Customer Support Engineer

As a Customer Support Engineer at CyCognito, you will be responsible for supporting CyCognito's existing customers. The Support Engineer works closely with customers to ensure they are using the product properly and assist them with any challenges they face. This role is ideal for highly technical, hands-on individuals who thrive on problem-solving and direct engagement with complex systems.

You will work closely with the engineering and product teams to prioritize, escalate, and manage issues coming from the field. You will also be helping build and improve internal processes around Support, Escalations, etc.

You will be responsible for:

• Develop deep expertise in the company's products to educate customers on their flexibility, capabilities, and best practices, while actively troubleshooting and resolving technical issues.
• Lead hands-on online walk-throughs and in-depth troubleshooting sessions.
• Drive internal process improvement initiatives to better address customers’ technical challenges.
• Provide training and technical support to customers, emphasizing practical, real-world applications of the product.
• Assist customers in planning and leveraging the product's technical features effectively based on their specific use cases.
• Gather technical feedback from customers and relay it to the product team for actionable improvements.
• Help build and expand the Knowledge Base with detailed, hands-on content.
• Collaborate with Engineering, QA, and PM teams to streamline internal processes and enhance customer SLAs for Issues, Features, etc.
• Manage and resolve support tickets, including high-priority technical escalations.
  
  

• 3+ years’ experience in a customer-facing role, preferably involving technical problem-solving.
• Proven hands-on experience in Cybersecurity, Intelligence, or Networking, with practical knowledge of tools and systems such as SIEM systems, firewalls, IPSs, endpoint security systems, DNS, NMAP, WAFs, and SSO.
• Broad technical understanding of enterprise infrastructure, applications, and security systems.
• Ability to solve complex technical problems with resourcefulness and independence.
• Excellent written and oral communication skills in English, with a demonstrated ability to explain technical concepts clearly.
• Ability to manage multiple tasks, projects, priorities, and deadlines in a fast-paced environment.
• Experience speaking in front of partners and major customers.
• Previous experience as a Tier 3/4 Support Engineer or similar technical role.
  
  

• Experience working with attack teams (penetration testers, red teams, etc.)
• Experience working with a SaaS solution.
• Experience working with Workato.
• Experience understanding malware, exploits, operating system structure, and behavior.