Senior Software Support Engineer - Cybersecurity SaaS

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Requirements:

• Several years of experience as a Support Engineer for advanced Software Products/Platforms.
• Proficiency in web architecture, including web protocols and technologies such as IP Networking, CDN, HTTP/S, DOM, HTML, and JS.
• Web development experience is a substantial plus.
• SQL knowledge for interacting with the technology stack is beneficial.
• Hands-on experience with Python and JavaScript programming languages is a plus.
• Knowledge of mobile solutions based on Android/iOS SDK is also a plus.
• Strong analytical thinking and eagerness to learn new technologies.
• Experience with ticket management platforms, automation, playbooks, and scripting is advantageous.
• A self-starter with an organized and methodical approach to problem-solving.
• Fast learner with the ability to understand complex technology solutions.
• Bachelor’s or Master's degree in Computer Science or equivalent is a plus.
• Full working proficiency in English is essential.
• Availability to work on weekends is a great plus.

Responsibilities:

• Perform an initial triage of the reported issue and carry out the investigation and restoration.
• Escalate issues to higher levels of Support - Engineering and Security as necessary.
• Take responsibility for restoring advanced issues related to Enterprise Cybersecurity services.
• Communicate incident management progress effectively to customers.
• Serve as an ambassador for Customer Support and maintain relationships with stakeholders.
• Coordinate recovery during outages or disruptions by leading cross-functional technology teams.
• Act as a single point of contact for key senior stakeholders.
• Develop enterprise-wide Service Assurance capabilities.
• Ensure excellence goals are met and identify process improvement opportunities.
• Enhance internal documentation, processes, and automation.
• Guide and support the Tier 1 Customer Support Team.