Support Engineer

Cymulate's Continuous Security Validation enables companies to challenge, assess and optimize their cyber-security posture against the evolving cyberthreat landscape, simply and continuously.

With world-class clients we strive to bring the highest level of service to everything we do. Our team is made up of the very best people for the job and as we grow, we're always on the lookout for people with the skills, experience, and personality that will let us both shine. With high scores on Gartner, G2 and Glassdoor, our clients and employees have let us know what they love about us.

We are seeking a highly skilled and motivated Technical Support Engineer to join our growing team. This individual will play a key role in supporting our customers by providing technical assistance, troubleshooting, and resolving issues related to our security platform. As part of our Technical Support team, you will act as a crucial bridge between the product development team and our customer, ensuring the seamless delivery and support of our cybersecurity solutions.

WHAT WILL YOU DO:

• • Serve as the first point of contact for customer inquiries, troubleshooting, and technical support related to Cymulate's security platform.
• Provide expert guidance on product functionality, implementation, configuration, and best practices.
• Work closely with internal teams to resolve customer issues and escalate technical challenges as needed.
• Troubleshoot and resolve technical issues (including software bugs, system configurations, and performance issues) promptly.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides to assist both customers and internal teams.
• Collaborate with customers to understand their unique requirements and provide tailored solutions.
• Maintain customer satisfaction by providing clear, concise, and effective communication throughout the troubleshooting process.
• Track and manage support tickets in the customer support system, ensuring all issues are addressed and resolved within SLA.
• Continuously learn about new product features, updates, and security trends to stay current and provide proactive support.

WHAT YOU WILL HAVE:

• Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or related field (MUST have Cybersecurity background).
• 3-5 years of experience in technical support or IT support, preferably within a cybersecurity or SaaS environment.
• Strong knowledge of networking, operating systems (Linux/Windows), and cloud platforms.
• Proficiency in troubleshooting and resolving technical issues, including debugging and system performance analysis.
• Solid understanding of security concepts, protocols, and best practices (e.g., firewalls, encryption, authentication, threat detection).
• Familiarity with monitoring and diagnostic tools to troubleshoot customer environments.
• Excellent communication skills, with the ability to explain complex technical concepts to both technical and non-technical users.
• Ability to manage multiple priorities and work effectively in a fast-paced, dynamic environment.
• Strong problem-solving skills and attention to detail.
• Experience with customer support software or ticketing systems (e.g., Zendesk, Jira) is a plus.
• Any certification in cybersecurity is a plus.

Why Cymulate?

• Opportunity to work in a fast-growing, innovative cybersecurity company.
• Collaborative and supportive team environment.
• Continuous learning and professional growth opportunities.
• Flexible work schedule and remote work options.

If you are passionate about cybersecurity, enjoy problem-solving, and thrive in a customer-focused environment, we would love to hear from you