Technical Support Engineer- Tier 2

We are looking for a Technical Support Engineer (Tier 2) to provide advanced technical support to enterprise customers and partners worldwide. The company specialises in Network Security Policy Orchestration, enabling organisations to streamline and automate the management of security policies across complex, multi-vendor environments.

Remote, full-time
Working Schedule: 09.00-18.00 Kyiv time

Requirements:

• 3+ years of experience in the implementation and operations of Linux servers and virtualisation, or implementation/operations experience with network and security systems
• Previous customer-facing technical support or technical lead experience
• Strong understanding of networking concepts and internet technologies routing, NAT, advanced TCP/IP, etc.)
• Experience with firewall administration and configuration (e.g., Check Point, Palo Alto Networks, Cisco, Juniper, Fortinet)
• Excellent verbal and written communication skills
• Strong analytical, critical-thinking, and problem-solving abilities
• High level of responsibility, accountability, and reliability
• Experience working with Kubernetes and related services
• Scripting skills (Python, Perl, Bash) are a plus
• English: Upper-Intermediate

Responsibilities:

• Provide Tier 2 technical support to global customers and partners using multiple communication channels
• Troubleshoot and resolve issues across the product suite and operating systems
• Own and manage an individual ticket queue, ensuring clear and timely communication with customers
• Serve as a liaison between customers and internal engineering and support teams
• Support the implementation and integration of products within customer infrastructures
• Document best practices for maintaining and operating solutions
• Develop a deep understanding of customers’ technical environments and use cases