📍 Job Overview

Job Title: Senior Technical Support Engineer
Company: Cybereason
Location: Singapore
Job Type: On-site
Category: System Administrator
Date Posted: June 16, 2025
Experience Level: Mid-level (2-5 years)
Remote Status: On-site only

🚀 Role Summary

Serve as the technical focal point for customers, partners, and internal teams, investigating and analyzing complex customer scenarios to provide innovative solutions.
Handle incoming support calls and emails from existing and onboarding customers under defined SLA's.
Collaborate with product teams and R&D scrum teams to ensure Cybereason's hunting platform is designed for supportability.
Work closely with the company's customer success and sales teams, as well as global customers across multiple territories and regions.

📝 Enhancement Note: This role requires a strong technical background and excellent communication skills to thrive in a fast-paced, customer-facing environment. The ideal candidate will have experience working with diverse teams and be comfortable handling complex technical issues.

💻 Primary Responsibilities

Customer Support: Handle incoming support requests, troubleshoot issues, and provide timely solutions to customers under defined SLA's.
Complex Scenario Analysis: Investigate and analyze complex customer scenarios, then develop and implement innovative solutions.
Collaboration: Work closely with internal teams, including product, R&D, customer success, and sales, to ensure the hunting platform is designed for supportability and meets customer needs.
Knowledge Base Maintenance: Maintain a list of known issues, workarounds, and planned fixes to contribute to the company's knowledge base.

📝 Enhancement Note: This role requires strong problem-solving skills, the ability to work under pressure, and a customer-centric mindset. The ideal candidate will be able to think outside the box and find creative solutions to unique problems.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications are a plus.

Experience: At least 2 years of experience as a Tier 3 Technical Support Engineer, with a proven track record of handling complex customer issues and providing innovative solutions.

Required Skills:

Experience with Linux, Windows, Bash, and Python.
Prior hands-on work with cloud environments (AWS/GCP/Oracle).
Experience with server virtualization technologies (VmWare/Hyper-V/XenDesk) and/or supporting on-premise solutions.
Technical understanding and troubleshooting experience in web products and environments.
Strong client-focus and collaborative work style.
Ability to understand and explain technical information.
Service-oriented approach with strong client-focused skills.

Preferred Skills:

Experience with databases (MySQL, Mongo).
Familiarity with the cybersecurity industry and hunting platforms.

📝 Enhancement Note: While not explicitly stated, experience with cybersecurity products and platforms would be highly beneficial for this role. Familiarity with hunting platforms and security information and event management (SIEM) systems would be a significant advantage.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A portfolio showcasing previous technical support or customer success roles, highlighting problem-solving skills and customer-centric approach.
Case studies demonstrating the ability to analyze complex customer scenarios and provide innovative solutions.
Examples of collaboration with internal teams, such as product or R&D teams, to improve customer support processes or platform design.

Technical Documentation:

Documentation of technical support processes and workflows, demonstrating an understanding of best practices and continuous improvement.
Evidence of maintaining a knowledge base or contributing to a company's internal wiki, showcasing attention to detail and commitment to knowledge sharing.

💵 Compensation & Benefits

Salary Range: Based on regional market standards for mid-level technical support roles in Singapore, the estimated salary range for this position is SGD 6,000 - 8,000 per month. This estimate is subject to change based on the candidate's experience, skills, and the company's final decision.

Benefits:

Medical, dental, and vision insurance.
Retirement savings plan with company matching.
Generous time off, including vacation, sick leave, and company holidays.
Employee assistance program.
Professional development opportunities and training.

Working Hours: Full-time position with standard office hours, Monday through Friday. Occasional overtime may be required to handle customer support issues during off-hours.

📝 Enhancement Note: The provided salary range is an estimate based on market research and may vary depending on the candidate's experience and the company's final decision. Benefits and working hours are subject to change and may be confirmed during the application process.

🎯 Team & Company Context

🏢 Company Culture

Industry: Cybersecurity, focusing on AI-powered threat hunting and endpoint protection.

Company Size: Medium-sized (250-1,000 employees), with a global presence and a strong focus on innovation and customer success.

Founded: 2012, with a mission to reverse the adversary advantage by providing AI-powered hunting platforms that proactively answer the question "Am I under attack?"

Team Structure:

The technical support team consists of tiered support engineers, with this role focusing on tier 3 support.
The team works closely with product, R&D, customer success, and sales teams to ensure customer needs are met and the hunting platform is designed for supportability.
The company values a collaborative and customer-centric approach, with a strong emphasis on teamwork and cross-functional collaboration.

Development Methodology:

Agile development methodologies, with a focus on continuous improvement and customer feedback.
Regular sprint planning and code reviews to ensure high-quality products and timely delivery.
A strong emphasis on security and compliance, with regular penetration testing and vulnerability assessments.

Company Website: Cybereason

📝 Enhancement Note: Cybereason's company culture emphasizes collaboration, innovation, and customer success. The company values a diverse and inclusive workforce, with a strong commitment to accepting employees for who they are (#UBU).

📈 Career & Growth Analysis

Technical Support Career Level: Mid-level, with a focus on handling complex customer issues and providing innovative solutions. This role offers opportunities for growth into senior technical support roles or technical leadership positions.

Reporting Structure: This role reports directly to the Technical Support Manager and works closely with other support engineers, as well as internal teams, including product, R&D, customer success, and sales.

Technical Impact: The role has a significant impact on customer satisfaction and retention, as well as the overall success of the hunting platform. The ideal candidate will be able to identify trends, provide feedback to internal teams, and contribute to platform improvements.

Growth Opportunities:

Technical Growth: Expand technical skills and expertise in cybersecurity, hunting platforms, and related technologies.
Leadership Growth: Develop leadership skills through mentoring, team management, and project leadership opportunities.
Career Transition: Transition into other technical roles, such as product management, R&D, or customer success, based on interests and company needs.

📝 Enhancement Note: Cybereason offers opportunities for professional growth and career advancement, with a strong emphasis on internal promotions and skill development. The company values a growth mindset and encourages employees to take on new challenges and learn continuously.

🌐 Work Environment

Office Type: Modern, collaborative office space with a focus on employee comfort and productivity.

Office Location(s): Singapore, with global offices in the United States, Europe, and the Middle East.

Workspace Context:

A dedicated workspace with multiple monitors and testing devices available to ensure optimal performance and troubleshooting capabilities.
Collaborative workspaces and meeting rooms to facilitate teamwork and cross-functional collaboration.
Access to company-wide resources, including training materials, knowledge bases, and internal communication platforms.

Work Schedule: Standard office hours, Monday through Friday, with occasional overtime to handle customer support issues during off-hours. The company offers flexible working arrangements, including remote work and flexible hours, for eligible employees.

📝 Enhancement Note: Cybereason's work environment encourages collaboration, innovation, and continuous learning. The company values a healthy work-life balance and offers flexible working arrangements to support employee well-being and productivity.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, technical background, and cultural fit.
Technical Assessment: A hands-on assessment to evaluate problem-solving skills, technical expertise, and the ability to handle complex customer scenarios.
Behavioral Interview: A discussion-focused interview to assess customer-centric mindset, collaboration skills, and adaptability.
Final Interview: A meeting with the hiring manager or other senior team members to discuss the role, company culture, and growth opportunities.

Portfolio Review Tips:

Highlight previous technical support or customer success roles, demonstrating problem-solving skills and a customer-centric approach.
Include case studies showcasing the ability to analyze complex customer scenarios and provide innovative solutions.
Emphasize collaboration with internal teams, such as product or R&D teams, to improve customer support processes or platform design.

Technical Challenge Preparation:

Brush up on technical skills related to Linux, Windows, cloud environments, and server virtualization technologies.
Familiarize yourself with the company's hunting platform and cybersecurity industry trends.
Prepare for behavioral interview questions by reflecting on past experiences and identifying key achievements and challenges.

ATS Keywords: See the comprehensive list of web development and server administration-relevant keywords for resume optimization, organized by category: programming languages, web frameworks, server technologies, databases, tools, methodologies, soft skills, industry terms

📝 Enhancement Note: Cybereason's interview process focuses on assessing technical skills, problem-solving abilities, and cultural fit. The company values a customer-centric mindset and strong communication skills, with a strong emphasis on collaboration and teamwork.

🛠 Technology Stack & Web Infrastructure

Support Technologies:

Linux (Ubuntu, CentOS, Debian)
Windows (Server, Desktop)
Bash and Python scripting
Cloud environments (AWS, GCP, Oracle)
Server virtualization technologies (VmWare, Hyper-V, XenDesk)
Web products and environments (HTML, CSS, JavaScript, web servers, databases)
Databases (MySQL, MongoDB)

Cybereason Platform:

AI-powered hunting platform for proactive threat detection and response.
Endpoint protection and management solutions.
Cloud-based architecture with scalability and high availability.

📝 Enhancement Note: Familiarity with the company's hunting platform and related technologies is essential for this role. The ideal candidate will have experience with cybersecurity products and platforms, as well as a strong technical background in relevant technologies.

👥 Team Culture & Values

Cybereason Values:

Win As One: The power of an individual is less than the power of a team. Collaboration and teamwork are essential for success.
Ever Evolving: Change keeps us at the forefront, so we encourage it. Continuous learning and adaptation are key to staying ahead in the cybersecurity industry.
Daring: To achieve the impossible, we must dare to be different. Innovation and creativity are valued and encouraged.
Obsessed with Customers: We believe gaining our customers' trust is the most important part of what we do. Customer-centric mindset and exceptional customer service are paramount.
Never Give Up: We are tenacious and resilient, and we never stop. Persistence and determination are essential for overcoming challenges and achieving success.
UbU: We believe people can only unlock their full potential when they work somewhere that accepts who they are. Diversity, inclusion, and authenticity are core to our company culture.

Collaboration Style:

Cross-functional integration between technical support, product, R&D, customer success, and sales teams.
Code review culture and peer programming practices to ensure high-quality products and timely delivery.
Knowledge sharing, technical mentoring, and continuous learning to foster a culture of growth and development.

📝 Enhancement Note: Cybereason's company culture emphasizes collaboration, innovation, and customer success. The company values a diverse and inclusive workforce, with a strong commitment to accepting employees for who they are (#UBU).

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling complex customer scenarios and providing innovative solutions under tight deadlines and high-pressure situations.
Collaborating with internal teams to ensure the hunting platform is designed for supportability and meets customer needs.
Staying up-to-date with the latest cybersecurity trends, technologies, and best practices.

Learning & Development Opportunities:

Technical Skills: Expand technical skills and expertise in cybersecurity, hunting platforms, and related technologies through training, workshops, and online resources.
Leadership Skills: Develop leadership skills through mentoring, team management, and project leadership opportunities.
Career Transition: Transition into other technical roles, such as product management, R&D, or customer success, based on interests and company needs.

📝 Enhancement Note: Cybereason offers opportunities for professional growth and career advancement, with a strong emphasis on internal promotions and skill development. The company values a growth mindset and encourages employees to take on new challenges and learn continuously.

💡 Interview Preparation

Technical Questions:

Customer Support: Describe a complex customer scenario you've handled in the past and how you provided an innovative solution. How did you ensure the customer was satisfied with the outcome?
Technical Expertise: Explain your experience with Linux, Windows, cloud environments, and server virtualization technologies. How have you used these skills to troubleshoot customer issues and provide solutions?
Problem-Solving: Walk us through a challenging technical issue you've faced and how you approached solving it. What was the outcome, and what did you learn from the experience?

Company & Culture Questions:

Customer-Centric Mindset: Describe a time when you went above and beyond to ensure a customer was satisfied. How did you approach the situation, and what was the outcome?
Collaboration: Share an example of a time when you worked closely with an internal team, such as product or R&D, to improve customer support processes or platform design. What was the outcome, and what did you learn from the experience?
Adaptability: Tell us about a time when you had to adapt to a significant change in your role or work environment. How did you approach the situation, and what was the outcome?

Portfolio Presentation Strategy:

Portfolio Essentials: Highlight previous technical support or customer success roles, demonstrating problem-solving skills and a customer-centric approach. Include case studies showcasing the ability to analyze complex customer scenarios and provide innovative solutions.
Technical Deep Dive: Focus on technical aspects of your portfolio, such as scripts, code snippets, or platform configurations, to demonstrate your technical expertise and problem-solving skills.
Customer Success Stories: Include customer testimonials or success stories to showcase your ability to provide exceptional customer service and drive customer satisfaction.

📝 Enhancement Note: Cybereason's interview process focuses on assessing technical skills, problem-solving abilities, and cultural fit. The company values a customer-centric mindset and strong communication skills, with a strong emphasis on collaboration and teamwork.

📌 Application Steps

To apply for this Senior Technical Support Engineer position at Cybereason:

Resume Optimization: Tailor your resume to highlight relevant technical skills, customer support experience, and problem-solving achievements. Include specific examples of handling complex customer scenarios and providing innovative solutions.
Portfolio Preparation: Curate a portfolio showcasing previous technical support or customer success roles, demonstrating problem-solving skills and a customer-centric approach. Include case studies, technical deep dives, and customer success stories to highlight your unique qualifications for the role.
Interview Preparation: Brush up on technical skills related to Linux, Windows, cloud environments, and server virtualization technologies. Familiarize yourself with the company's hunting platform and cybersecurity industry trends. Prepare for behavioral interview questions by reflecting on past experiences and identifying key achievements and challenges.
Company Research: Thoroughly research Cybereason's company culture, values, and mission. Understand the company's focus on AI-powered threat hunting and endpoint protection, as well as its commitment to customer success and innovation.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to web development, server administration, DevOps, and web infrastructure roles.
Include web technology methodologies, responsive design principles, and server management practices.
Emphasize web portfolio requirements, live project demonstrations, and user experience considerations.
Address web development team dynamics, cross-functional collaboration with designers and marketers.
Focus on web technology career progression, emerging technology adoption, and technical specialization.

Quality Standards:

Ensure no content overlap between sections; each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical responsibilities, with specific reasoning based on role level and web technology industry practices.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute web development and server administration-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and web technology specialization.

Industry Expertise:

Include specific web technologies, frameworks, server platforms, and infrastructure tools relevant to the role.
Address web development career progression paths and technical leadership opportunities in web teams.
Provide tactical advice for web portfolio development, live demonstrations, and project case studies.
Include web technology-specific interview preparation and coding challenge guidance.
Emphasize responsive design, performance optimization, accessibility standards, and user experience principles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use web development and server administration industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to web technology professionals.
Provide actionable insights that give web development and server administration candidates a competitive advantage.
Focus on web development team culture, cross-functional collaboration, and user impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize web development best practices, responsive design principles, and performance optimization.
Include specific portfolio requirements tailored to the web technology discipline and role level.
Address browser compatibility, accessibility standards, and user experience design principles.
Focus on problem-solving methods, performance optimization, and scalable web architecture.
Include technical presentation skills and stakeholder communication for web projects.

Avoid:

Generic business jargon not relevant to web development or server administration roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific web technology role.
Marketing language unrelated to web development, server administration, or user experience.

Generate comprehensive, web technology-focused content that serves as a valuable resource for web developers, server administrators, and infrastructure professionals seeking their next opportunity and preparing for technical interviews in the web development industry.

Senior Technical Support Engineer