Technical Support Engineer (Tier 2)

We are looking for a Technical Support Engineer (Tier 2) to support enterprise customers globally, troubleshoot complex issues, and assist with product implementations (cybersecurity)

Remote, full-time
Working hours: 09:00–18:00 (Kyiv time)

Requirements: 

• 5+ years of experience with a system integrator or firewall/security vendor
• Experience working with enterprise environments (5000+ users)
• Strong knowledge of networking (TCP/IP, routing, NAT)
• Hands-on experience with firewalls (Fortinet, Check Point, Palo Alto, Cisco, Juniper)
• Understanding of modern routing platforms (Cisco ACI, Palo Alto Panorama)
• Experience with Linux/virtualization or network/security systems
• Customer-facing support experience
• English: Upper-Intermediate+

Would be a plus:

• Kubernetes, scripting (Python/Bash)
• Engineer-level certification from a major vendor (Fortinet / Check Point / Palo Alto / Cisco)

Responsibilities:

• Provide Tier 2 support to global customers
• Troubleshoot and resolve complex technical issues
• Manage ticket queue and ensure clear communication
• Support implementations and integrations
• Collaborate with engineering teams
• Document solutions and best practices