Support Engineer II

Job Summary

Providing advanced technical support for security products, the remote Support Engineer II will troubleshoot and manage incidents, assist customers with medium-to-complex security problems, and collaborate with engineering teams to ensure optimal security infrastructure.

Key responsibilities:

• Provide tier-2 support for troubleshooting and resolving moderately complex security-related issues
• Coordinate with engineering teams to resolve security incidents and perform root cause analysis for recurring problems
• Document resolutions and create knowledge base articles while mentoring junior support engineers on security technologies

Required qualifications:

• Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or a related field (or equivalent experience)
• Prior experience in IT support, preferably in a security-focused role
• Strong experience with security technologies such as firewalls, VPNs, and endpoint protection
• Familiarity with security compliance regulations (e.g., PCI-DSS, GDPR, HIPAA)
• Certifications such as CompTIA Security+, CISSP, or CEH are preferred