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