Technical Support Engineer

About Cyware

Cyware delivers an innovative approach to cybersecurity that unifies threat intelligence, automation, threat response, and vulnerability management with data insights gleaned from assets, users, malware, attackers, and vulnerabilities. Cyware’s Cyber Fusion platform integrates SOAR and TIP technology, enabling collaboration across siloed security teams. Cyware is widely deployed by enterprises, government agencies, and MSSPs, and is the leading threat intelligence sharing platform for global ISACs and CERTs.

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About the Role

We are looking for a motivated and customer-focused Technical Support Engineer with 2 to 3 years of experience in providing technical assistance and troubleshooting. The ideal candidate will have strong problem-solving skills, hands-on experience with Linux systems, and a solid understanding of cyber security concepts. Knowledge of Python or scripting will be considered an advantage.

Key Responsibilities :

Provide technical support to customers via email, chat, and remote sessions

Diagnose, troubleshoot, and resolve product or environment-related issues within defined service level agreements

Handle incident management, escalation cases, and perform root cause analysis

Collaborate with engineering teams to reproduce and resolve complex technical problems

Document solutions, create knowledge base articles, and contribute to process improvement

Support customer onboarding, upgrades, and integration activities as needed

Required Skills and Qualifications :

2 to 3 years of experience in a technical support or systems engineering role

Strong knowledge of Linux systems (administration, troubleshooting, scripting)

Knowledge of Threat Intelligence platforms, Security Orchestration Automation and Response (SOAR) solutions, and other cybersecurity products

Basic understanding of networking and security concepts (firewalls, virtual private networks, protocols, and security tools)

Strong troubleshooting, analytical, and problem-solving skills

Excellent communication skills, with the ability to explain technical issues to both technical and non-technical stakeholders

Ability to work independently and as part of a team in a fast-paced environment

Preferred or Good to Have

Experience with Python or other scripting languages for automation

Familiarity with Security Information and Event Management (SIEM) and log management tools

Exposure to ticketing systems such as Jira, ServiceNow, and Zendesk.