📍 Job Overview

• Job Title: Senior Technical Support Engineer / Escalation Engineer
• Company: Cynet
• Location: United States (Remote)
• Job Type: Full-time
• Category: Technical Support & Customer Success
• Date Posted: 2025-06-23
• Experience Level: 5-10 years
• Remote Status: Remote OK

🚀 Role Summary

• 📝 Enhancement Note: This role requires a seasoned technical support professional with a strong background in security technologies and a proven track record of resolving complex customer issues. The ideal candidate will have experience working with diverse customer environments and collaborating with cross-functional teams to drive product improvements.

• 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.

💻 Primary Responsibilities

• 📝 Enhancement Note: The primary responsibilities of this role revolve around troubleshooting complex product issues, deploying and configuring Cynet’s security solutions, and collaborating with various teams to drive customer success and product improvement.

• Troubleshooting & Issue Resolution: Investigate and resolve complex technical issues escalated from Tier 1 and Tier 2 support, serving as the primary point of contact for critical customer situations.

• Platform Deployment & Configuration: Deploy, configure, and optimize Cynet’s security platform across diverse customer environments, ensuring optimal performance and security.

• Collaboration & Knowledge Sharing: Work closely with internal teams, such as R&D, Product, QA, pre-sales, and post-sales, to analyze problems, identify root causes, and implement sustainable solutions. Share knowledge and best practices with Tier 1 and Tier 2 support engineers.

• Documentation & Process Improvement: Maintain and contribute to internal documentation, knowledge base articles, tools, and troubleshooting guides. Continuously improve support processes and workflows to enhance customer satisfaction.

• Customer Success & Feedback: Partner with pre-sales and post-sales engineers to ensure smooth customer transitions and align technical expectations. Gather customer feedback and channel it to influence product roadmaps and drive long-term product improvements.

🎓 Skills & Qualifications

Education

• 📝 Enhancement Note: A bachelor's degree in Computer Science, Information Technology, or a related field is preferred, but relevant experience and certifications will also be considered.

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).

Experience

• 📝 Enhancement Note: Candidates must have at least 4 years of experience in technical support, post-sales, or professional services, with a preferred background in Endpoint Security, Enterprise Networking, or IT Security.

• 4+ years of experience in technical support, post-sales, or professional services, with a preferred background in Endpoint Security, Enterprise Networking, or IT Security.

Required Skills

• Security Technologies: Proven expertise in security technologies such as IDS/IPS, NGAV, NGFW, SIEM, EPP, EDR, XDR, and firewalls.
• Databases: Strong SQL expertise; experience with ELK and ClickHouse is a plus.
• APIs & Integrations: Hands-on experience with configuration, troubleshooting, and documentation of APIs and integrations.
• Cybersecurity Background: Ethical hacking/offensive security knowledge is a plus.
• Networking: 2+ years of diagnostics, troubleshooting, and configuration experience in networking.
• Cloud & Virtualization: 2-4 years of troubleshooting, diagnostics, and configuration experience in AWS, cloud, and VMware environments.
• IT Governance & Best Practices: Experience with documentation, knowledge management, and secure solution deployment and integration.

Preferred Skills

• Operating Systems: Advanced troubleshooting and diagnostics experience with Windows; 2-3 years of troubleshooting and diagnostics experience with Mac OS/Linux (at least one is a must).
• Communication: Strong verbal and written communication skills, with the ability to present to groups.
• Collaboration: Experience working closely with pre-sales and sales teams to ensure smooth customer transitions and align technical expectations.

📊 Web Portfolio & Project Requirements

• 📝 Enhancement Note: As this role is focused on technical support and troubleshooting, a portfolio showcasing problem-solving skills, customer success stories, and technical documentation is highly valued.

• Portfolio Essentials:

  • Case studies demonstrating complex issue resolution and customer success.
  • Technical documentation showcasing your ability to create clear, concise, and actionable guides.
  • Examples of your collaboration and communication skills, such as presentations or customer testimonials.

• Technical Documentation:

  • Code quality, commenting, and documentation standards.
  • Version control, deployment processes, and server configuration best practices.
  • Testing methodologies, performance metrics, and optimization techniques.

💵 Compensation & Benefits

• Salary Range: $120,000 - $160,000 per year (based on experience and location)

  • 📝 Enhancement Note: The salary range provided is an estimate based on industry standards for senior technical support roles in the United States. The final offer may vary depending on the candidate's experience, skills, and location.

• Benefits:

  • Competitive salary and benefits package.
  • 401(k) Cynet matching program (3%).
  • Medical and dental coverage.
  • Paid vacation and company-paid holidays.
  • Healthy meals and snacks available for non-remote employees.
  • Reimbursement for commuter benefits for non-remote employees.
  • Flexible Spending Account (FSA) Plans.
  • Supplemental Life Insurance.
  • Parental Leave Policy.
  • Internet and cell phone stipend.
  • Team events and happy hours.

🎯 Team & Company Context

🏢 Company Culture

• Industry: Cybersecurity

  • 📝 Enhancement Note: Cynet is a pioneer and leader in advanced threat detection and response, providing a comprehensive platform for detection, prevention, and automated response to advanced threats with near-zero false positives.

• Company Size: Medium-sized (201-500 employees)

  • 📝 Enhancement Note: Cynet's medium-sized team allows for a more agile and collaborative work environment, where your contributions can have a significant impact on the company's success.

• Founded: 2015

  • 📝 Enhancement Note: Cynet was founded in 2015 with a mission to simplify security by providing a rapidly deployed, comprehensive platform for detection, prevention, and automated response to advanced threats.

• Team Structure:

  • The technical support team consists of Tier 1, Tier 2, and Senior Support Engineers, with a dedicated Team Lead.
  • The Senior Technical Support Engineer will report directly to the US Technical Support Engineer Team Lead.
  • 📝 Enhancement Note: The team structure at Cynet encourages collaboration and knowledge sharing, with a clear hierarchy that promotes growth and development.

• Development Methodology:

  • Agile/Scrum methodologies and sprint planning for web projects.
  • Code review, testing, and quality assurance practices.
  • Deployment strategies, CI/CD pipelines, and server management.

📈 Career & Growth Analysis

• Web Technology Career Level: Senior Technical Support Engineer

  • 📝 Enhancement Note: This role is a senior-level position within the technical support career path, focusing on complex issue resolution, customer success, and driving product improvements.

• Reporting Structure: Reports directly to the US Technical Support Engineer Team Lead, with regular interactions with internal teams such as R&D, Product, QA, pre-sales, and post-sales.

  • 📝 Enhancement Note: The reporting structure at Cynet fosters a collaborative environment, encouraging cross-functional teamwork and knowledge sharing.

• Technical Impact: The Senior Technical Support Engineer will have a significant impact on customer satisfaction, product improvement, and the continued growth and excellence of Cynet's platform.

  • 📝 Enhancement Note: The technical impact of this role is substantial, as the Senior Technical Support Engineer will be responsible for driving customer success and influencing product roadmaps based on real-world customer scenarios.

🌐 Work Environment

• Office Type: Hybrid (remote and on-site)

  • 📝 Enhancement Note: Cynet offers a hybrid work environment, allowing employees to work remotely and on-site, depending on their preferences and the needs of their role.

• Office Location(s): United States (with remote work options)

  • 📝 Enhancement Note: Cynet's primary office is located in the United States, but the company offers remote work options to accommodate a diverse and global workforce.

• Workspace Context:

  • Collaborative work environment with dedicated spaces for team meetings and knowledge sharing.
  • Access to development tools, multiple monitors, and testing devices to ensure optimal performance and productivity.
  • Opportunities for cross-functional collaboration with designers, marketers, and other stakeholders to drive customer success and product improvement.

• Work Schedule: Full-time (40 hours per week) with flexible deployment windows, maintenance, and project deadlines.

  • 📝 Enhancement Note: The work schedule at Cynet is flexible, allowing employees to balance their personal and professional lives while ensuring customer satisfaction and driving product improvement.

📄 Application & Technical Interview Process

• Interview Process:

  • Technical preparation recommendations and coding/configuration assessment focus.
  • Web architecture expectations and system design discussion.
  • Technical presentation skills and stakeholder communication assessment.
  • Final evaluation criteria and technical impact discussion.
  • 📝 Enhancement Note: The interview process at Cynet is designed to assess the candidate's technical skills, problem-solving abilities, and communication effectiveness in a collaborative and customer-focused environment.

• Portfolio Review Tips:

  • Specific tactical advice for web portfolio curation and live demo presentation.
  • Project case study structure with user experience and technical implementation focus.
  • Code quality demonstration and responsive design standards for this role.
  • Company-specific web technology considerations and performance optimization examples.

• Technical Challenge Preparation:

  • Typical web development exercise format and expectations.
  • Time management and solution architecture for web challenges.
  • Communication and technical explanation articulation for web concepts.
  • 📝 Enhancement Note: The technical challenge preparation process at Cynet is designed to evaluate the candidate's problem-solving skills, technical expertise, and communication abilities in a real-world scenario.

• ATS Keywords: [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]

🛠 Technology Stack & Web Infrastructure

• Frontend Technologies: Not applicable (focus on backend and infrastructure)

• Backend & Server Technologies:

  • IDS/IPS, NGAV, NGFW, SIEM, EPP, EDR, XDR, and firewalls.
  • 📝 Enhancement Note: Cynet's platform is built on a robust backend and server technology stack, focusing on advanced threat detection and response.

• Development & DevOps Tools:

  • AWS, cloud, and VMware for deployment, configuration, and management.
  • ELK and ClickHouse for data analysis and visualization.
  • 📝 Enhancement Note: Cynet's development and DevOps tools enable efficient deployment, configuration, and management of the company's security platform across diverse customer environments.

👥 Team Culture & Values

• Web Development Values:

  • User experience focus and technical excellence.
  • Performance optimization and accessibility standards.
  • Code quality approach and collaborative development practices.
  • Innovation expectations and emerging technology adoption.
  • 📝 Enhancement Note: Cynet's web development values emphasize user experience, technical excellence, and continuous innovation to drive customer success and product improvement.

• Collaboration Style:

  • Cross-functional integration between developers, designers, and stakeholders.
  • Code review culture and peer programming practices.
  • Knowledge sharing, technical mentoring, and continuous learning.
  • 📝 Enhancement Note: Cynet's collaboration style encourages knowledge sharing, technical mentoring, and continuous learning to drive customer success and product improvement in a collaborative and agile environment.

⚡ Challenges & Growth Opportunities

• Technical Challenges:

  • Complex issue resolution and customer success in diverse customer environments.
  • Performance optimization and scalability considerations for Cynet's security platform.
  • User experience and accessibility standards for web-based security solutions.
  • Emerging web technologies and continuous learning opportunities.
  • 📝 Enhancement Note: The technical challenges faced by the Senior Technical Support Engineer at Cynet require a strong problem-solving mindset, technical expertise, and a deep understanding of security technologies and customer needs.

• Learning & Development Opportunities:

  • Web technology skill advancement and specialization paths.
  • Conference attendance, certification, and community involvement.
  • Technical mentorship, leadership development, and architecture decision-making.
  • 📝 Enhancement Note: Cynet offers numerous learning and development opportunities to help Senior Technical Support Engineers grow their skills, advance their careers, and drive product improvement in a collaborative and innovative environment.

💡 Interview Preparation

• Technical Questions:

  • Technical question 1 specific to web development fundamentals with HTML, CSS, JavaScript preparation advice.
  • Technical question 2 specific to web architecture and performance with system design and optimization strategies.
  • Technical question 3 specific to problem-solving with live coding examples and debugging demonstrations.
  • 📝 Enhancement Note: The technical interview questions at Cynet are designed to assess the candidate's technical skills, problem-solving abilities, and communication effectiveness in a real-world scenario.

• Company & Culture Questions:

  • Technical question 4 specific to Cynet's web development culture with research recommendations and team fit assessment.
  • Technical question 5 specific to web development methodology with Agile practices and collaboration examples.
  • Technical question 6 specific to user experience impact with project metrics and performance measurement discussion.
  • 📝 Enhancement Note: The company and culture questions at Cynet are designed to evaluate the candidate's understanding of the company's mission, values, and work environment, as well as their ability to contribute to the team's success and drive product improvement.

• Portfolio Presentation Strategy:

  • Live website demonstration and technical walkthrough methods.
  • Code explanation techniques and architecture decision reasoning.
  • User experience showcase and responsive design demonstration methods.
  • 📝 Enhancement Note: The portfolio presentation strategy at Cynet is designed to assess the candidate's technical skills, problem-solving abilities, and communication effectiveness in a real-world scenario, with a focus on customer success and product improvement.

📌 Application Steps

To apply for this Senior Technical Support Engineer / Escalation Engineer position at Cynet:

1. Submit your application through the application link provided.
2. Customize your resume and portfolio to highlight your relevant experience and skills in technical support, troubleshooting, and customer success.
3. Prepare for the technical interview process by reviewing the interview preparation guidelines and practicing common web development and problem-solving exercises.
4. Research Cynet's company culture, mission, and values to ensure a strong fit and alignment with your personal and professional goals.

⚠️ 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.

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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 development 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