Senior Product Support Engineer / Product Escalation Engineer, Cynet
+ Commission/variable component based on performance, as well as stock options
3 days a week in office (Tampa, FL)
All-in-one cybersecurity platform
Be an early applicant
All-in-one cybersecurity platform
201-500 employees
Be an early applicant
+ Commission/variable component based on performance, as well as stock options
3 days a week in office (Tampa, FL)
201-500 employees
Company mission
To make comprehensive cybersecurity available to every organization.
Role
Who you are
- Cynet Security is seeking an experienced and highly skilled Senior Support Engineer / Escalation Engineer to join our global support team
- Preferred (though not required) that candidates can occasionally cover West Coast business hours
- Experience: 4+ years in technical support, post-sales, or professional services. (must)
- Industry Expertise: Preferred background in Endpoint Security, Enterprise Networking, or IT Security. (advantage)
- Integration & Security: Knowledge in offensive/defensive cybersecurity and product integration is a plus. (advantage)
- Communication: Strong verbal and written skills, ability to present to groups. (must)
- Collaboration: 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 ClickHouse experience is a plus
- APIs & Integrations: Hands-on experience with configuration, troubleshooting, and documentation. (must)
- Cybersecurity Background: Ethical hacking/offensive security knowledge is a plus. (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 is a must)
- A natural problem solver who thrives on tackling complex technical challenges
- Someone 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
What the job involves
- 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
- You'll report directly to the US Technical Support Team Lead
- 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 and Tier 2 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
Our take
A variety of prevalent cybersecurity threats means that companies must use a vast range of complex threat detection and prevention software, and this is becoming costly and complicated.
Cynet provides solutions to this problem by integrating multiple security controls into a unified and autonomous XDR platform. The software does not require staff to operate it and is supported by a 24/7 detection and response service.
The company is producing solutions in a market with a vast number of competitors. However, Cynet’s aim of providing unified and automated cybersecurity within one XDR platform sets it apart and attracts both big and small companies. The release of its mobile threat protection "Cynet 360 Mobile" is another step in the right direction for the company's innovative future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Apr 2022
$12m
SERIES C
Mar 2021
$40m
SERIES C
Total funding: $90m
Company HQ
Downtown Crossing, Boston, MA
Leadership
Eyal Gruner
(Co-Founder & CEO)Co-founded several businesses including Versafe, BugSec and Cymulate, and continues to serve as a Board Director at BugSec and Cymulate.
Netanel Amar
(Co-Founder & COO)Previous CTO at Secoz and then CEO at Bugsec. Co-founded Cynet in 2019, first working as CEO and later becoming COO.
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