Lucy Security AG

What You'll Do

Technical Support & Troubleshooting

• Investigate and resolve technical support requests, from basic configuration issues to complex technical incidents (Tier 1–3).
• Troubleshoot Linux-based servers, applications, and services.
• Analyze application logs, system errors, and backend processes to identify root causes.
• Diagnose networking issues involving TCP/IP, DNS, HTTP/HTTPS, and connectivity.
• Assist customers with installation, configuration, upgrades, and maintenance.
• Escalate complex product issues to development teams and collaborate on solutions.
• Document technical issues, solutions, and troubleshooting procedures.

Solution Engineering & Customer Onboarding

• Support new customers during technical onboarding, deployment, and initial configuration.
• Deliver technical product demonstrations and explain product capabilities.
• Understand customer requirements and recommend suitable technical configurations.
• Assist with technical questions during product evaluations and proof-of-concept projects.
• Work with customers and internal teams to ensure successful product adoption.

What We're Looking For

Must-Have Requirements

• 2+ years of experience in Technical Support, Application Support, System Administration, or a similar technical role.
• Practical experience with Linux systems, including command-line operations, services, logs, and troubleshooting.
• Good understanding of networking fundamentals: TCP/IP, DNS, HTTP/HTTPS, ports, and firewalls.
• Experience troubleshooting web applications and investigating technical issues.
• Ability to analyze logs, identify root causes, and solve problems independently.
• Good written and spoken English (B2 level or higher), including the ability to communicate with international customers.
• Strong analytical thinking, attention to detail, and a proactive approach to problem-solving.
• Willingness to learn new technologies and develop customer-facing technical skills.

Nice-to-Have Skills

• Experience with cybersecurity platforms, enterprise software, or SaaS products.
• Familiarity with Docker, virtual machines, or cloud environments.
• Basic understanding of databases, SQL, or REST APIs.
• Experience using tools such as Postman, curl, Wireshark, or similar debugging utilities.
• Knowledge of server security, performance monitoring, and system optimization.
• Previous experience with technical onboarding, customer demonstrations, or pre-sales engineering.
• Familiarity with ticketing systems such as Jira or Zendesk.
• Basic scripting knowledge (Bash or Python).