Support Engineer

Cyberint, a market leader in External Risk Management, helping organizations to accelerate the detection, response and remediation of their external threats, was recently acquired by Check Point and is looking for a Support Engineer.

We are looking for an experienced and customer-focused Support Engineer with Professional Services Expertise to serve as a key technical resource. This role focuses on troubleshooting, resolving application issues, and providing expert support to ensure customer success. The ideal candidate has a strong background in cybersecurity, cloud technologies, and customer-facing roles, with a dedication to delivering exceptional solutions.

• Technical Troubleshooting and Support:




• Provide expert-level troubleshooting for application issues, configurations, security vulnerabilities, and general functionality.
• Work closely with customers and internal teams to diagnose and resolve complex technical challenges.
• Investigate application behaviors and anomalies, identifying root causes and recommending appropriate solutions.




• Escalation Management:




• Take ownership of escalated support cases, ensuring timely and thorough resolution.
• Identify patterns in recurring issues and contribute to permanent fixes or workarounds.
• Collaborate with development and product teams to address root causes and improve application reliability.




• Customer Communication:




• Maintain clear, professional, and proactive communication with customers throughout the support lifecycle.
• Ensure solutions are tailored to meet customer needs while setting accurate expectations.




• Professional Services Collaboration:




• Partner with sales and other internal teams to deliver professional services, enhancing customer adoption and satisfaction.
• Assist with onboarding, integrations, and custom configurations as needed.

Experience:

• Technical Expertise:




• 5+ years of experience in technical support (Tier 3/4), professional services, or a customer-facing role within the cybersecurity or cloud computing fields.
• Strong familiarity with cloud and SaaS environments (AWS, Azure, GCP) and containerization technologies (e.g., Docker, Kubernetes).
• Experience troubleshooting and debugging application-related issues in distributed cloud-based systems.




• Automation and Scripting:




• Proficiency in scripting or automation tools and languages such as Python, Bash, or similar.




• Communication and Problem-Solving:




• Exceptional analytical and troubleshooting skills, particularly with application-level issues.
• Strong verbal and written communication skills to bridge technical concepts for diverse audiences.

Key Attributes:

• Keen attention to detail with a proactive mindset.
• Ability to independently manage multiple high-priority issues simultaneously.
• Collaborative team player with the ability to work effectively across departments.
• Customer-centric approach with a strong passion for resolving technical challenges.

Advantages:

• Hands-on experience with cybersecurity technologies and tools such as SIEMs, NIST frameworks, Nuclei, Shodan, etc.
• Knowledge of application security practices and protocols.