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. Originally posted on Himalayas