Senior Product Support Engineer / Product Escalation Engineer

Description

Cynet Security is seeking an experienced and highly skilled Senior Support Engineer / Escalation Engineer to join our global support team. This is a hands-on, customer-facing role focused on troubleshooting complex product issues, while also playing a key role in deploying, configuring, and optimizing Cynet’s security solutions. 

You’ll work closely with customers, internal support tiers, pre-sales and post-sales, R&D, and Product teams to analyze problems, identify root causes, and implement sustainable solutions. Your expertise will directly impact customer satisfaction and contribute to the continued growth and excellence of our platform. 

This is a full-time hybrid position based in Tampa, Florida (3 days per week in the office). We value flexibility, and it is preferred (though not required) that candidates can occasionally cover West Coast business hours. You'll report directly to the US Technical Support Team Lead. 

What will you do

• 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. 

Requirements

Core Requirements

• Experience: 4+ years in technical support, post-sales, or professional services. (must).  
• Industry Expertise: Preferred background in Endpoint Security, Enterprise Networking, or IT Security. (advantage).  
• Integration & Security: Knowledge in offensive/defensive cybersecurity and product integration is a plus. (advantage).  
• Communication: Strong verbal and written skills, ability to present to groups. (must).  
• Collaboration: Experience working closely with pre-sales and sales.

Technical Skills

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

Operating Systems

• Windows: Advanced troubleshooting & diagnostics (must).
• Mac OS/Linux: 2–3 years of troubleshooting & diagnostics. (at least one is a must)

You are

• A natural problem solver who thrives on tackling complex technical challenges. 
• Someone with a deep technical background in security, operating systems, networking, and cloud environments. 
• Passionate about delivering exceptional customer experiences through ownership and technical expertise. 
• An excellent communicator—clear, confident, and adaptable to different audiences. 
• Comfortable working under pressure and in fast-paced environments. 
• Self-motivated, methodical, and always looking to learn, improve, and contribute. 
• A collaborative team player who values knowledge sharing and cross-functional alignment.

About Us

Cynet is a pioneer and leader in advanced threat detection and response. Cynet simplifies security by providing a rapidly deployed, comprehensive platform for detection, prevention and automated response to advanced threats with near-zero false positives, shortening the time from detection to resolution and limiting damage to an organization. 

Cynet’s unique visibility of files, users, network traffic, and endpoints,