Customer Support Engineer, CyCognito

• This role is ideal for highly technical, hands-on individuals who thrive on problem-solving and direct engagement with complex systems
• 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
• Located in North America or Canada (preferred)

Desirable

• As a Customer Support Engineer at CyCognito, you will be responsible for 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.
• 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.
• This position is for individuals who are passionate about solving real-world problems and thrive in a hands-on, technical environment. If you're eager to take on challenges, work with cutting-edge technology, and make a tangible impact, we encourage you to apply
• 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