Technical Support Engineer

Technical Support Engineer – Egypt

We are seeking a Technical Support Engineer to join a global leader in cybersecurity. This role involves providing hands-on technical support to enterprise customers, ensuring their systems are secure and operational.

Key Responsibilities

• Review and validate technical solution articles for accuracy.
• Act as a customer advocate, collaborating with field teams to resolve issues.
• Participate in customer calls and provide clear, audience-appropriate communication.
• Create and maintain eServices content (chat, knowledgebase, forums).
• Diagnose and resolve issues using advanced troubleshooting tools and methodologies.
• Mentor junior engineers and contribute to training content.
• Manage your own schedule of cases and set expectations with customers.
• Support in a 24x7x365 environment, including on-call rotations.

Requirements

• Strong troubleshooting and customer support skills.
• Excellent verbal and written communication skills.
• Experience with Unix/Linux administration , network security (firewalls, VPN, proxy), and Windows platforms (Server, Active Directory, SQL Server).
• Knowledge of MySQL, MongoDB , and configuration management tools (Chef, Puppet, Salt).
• Familiarity with Python scripting and security tools (NMAP, Nessus, Metasploit, Wireshark, tcpdump).
• Certifications such as RHCSA/RHCE, CEH, Security+, CCNA/CCNP, MCSA/MCSE are a strong plus.