Experience with Open-Source tools & platforms is required: Arkime, Zeek, Suricata, tcpdump, or Tshark Candidates should possess the technical aptitude to understand cybersecurity products and effectively support customers. This is a customer-facing role that involves Tier 3 troubleshooting, requiring strong problem-solving skills and the ability to communicate complex solutions clearly. Ideal candidates will have prior experience in cybersecurity product companies and are comfortable working directly with clients and Engineers.

The Customer Support Engineer will provide technical assistance and guidance for proprietary cyber security application, which is designed and built entirely in-house.

Responsibilities include: Act as the primary point of contact for customer technical support related to security products. Diagnose, troubleshoot, and resolve hardware and software issues efficiently. Collaborate with internal engineering and product teams to escalate complex technical issues. Offer detailed feedback and guidance to developers to strengthen security measures across all stages of development. Monitor, analyze, and respond to vulnerabilities in both custom and third-party libraries used in our stack. Maintain comprehensive documentation of customer interactions and technical resolutions. Conduct training sessions to enhance customer adoption and usage of the product.

Qualifications: Bachelor’s degree in Computer Science, Information Technology, Network Security, or a related field (preferred). Relevant certifications such as CompTIA Security+, Cisco CCNA, or Microsoft Certified Security Engineer are a plus. 4+ years of experience in a related technical/cybersecurity customer support role. Must have related experience with Open-Source tools & platforms –Arkime, Zeek, Suricata, tcpdump, or Tshark Expertise in firewalls, IDS/IPS, VPN configurations, and network security. Proficiency in Windows and Linux environments, including system administration and troubleshooting. Strong problem-solving skills with the ability to diagnose and resolve security-related issues efficiently. Hands-on experience with SIEM tools, endpoint protection, and vulnerability scanners. Ability to write and use scripts in PowerShell, Python, or Bash for automation and troubleshooting. Excellent interpersonal and communication skills to interact with customers and internal teams effectively. Familiarity with cybersecurity solutions and evolving security technologies.