Tier 2 Technical Support Engineer (Remote – Philippines)

Our client provides expert technical support to global customers and is responsible for:

• Installation, configuration, and fine-tuning of Cynet products (remote and occasional on-site, if required).
• Working closely with customers to ensure full deployment, optimization, and ongoing support.
• Creating supporting documentation and knowledge base articles for customers.
• Delivering formal remote training sessions and hands-on guidance to Cynet customers.
• Providing Tier 2 support – including in-depth investigations and delivering workarounds or permanent solutions while meeting SLAs.
• Collaborating closely with the SOC and R&D teams to ensure fast and effective issue resolution.
• Understanding customer needs and contributing feedback to help shape and improve the Cynet product.

Requirements

• Thorough knowledge of Microsoft Windows operating systems and Windows Server platforms.
• Good knowledge of Linux distributions and/or macOS.
• Strong technical troubleshooting and problem-solving skills.
• Experience with networking protocols and tools (TCP/IP, Ports, Wireshark, Telnet, Netstat, etc.).
• Excellent written and verbal communication skills in English.
• Customer-oriented mindset with a passion for delivering top-notch service.
• Ability to multitask and work effectively under pressure.
• Strong team player with the ability to work independently in a remote environment.
• Willingness to work flexible hours to support global customers

Nice to Have

• Familiarity with the cybersecurity domain.
• Experience working with Active Directory (Forests, Sites, Replication, GPOs, etc.).
• Experience with SCCM, SIEM, and other asset management solutions.
• Experience with databases, ELK stack, and SQL queries.