Sr. Technical Support Engineer-EMEA

To accelerate our growth, we are seeking a talented Sr. Technical Support Engineer-EMEA with startup passion, a can-do attitude, and a desire to make an impact, while building a future for themselves and Stellar Cyber. If you are excited to be part of a very fast-growing team with lots of opportunities, Stellar Cyber is a great place to grow your career.

We are seeking a highly skilled and motivated Sr. Technical Support Engineer with advanced technical proficiency to join our dynamic cybersecurity support team. As a Technical Support Engineer, you will be a critical link between our clients and our technical experts, providing exceptional technical assistance and problem-solving to ensure seamless product implementation, operation, and optimization.

Responsibilities:

  • Serve as a primary point of contact for clients seeking technical assistance, providing exceptional support via phone, email, chat and remote sessions.
  • Diagnose troubleshoot, and resolve complex technical issues related to Stellar Cyber’s products and solutions.
  • Collaborate closely with cross-functional teams, including Engineering and Product Management, to escalate and expedite resolution of critical issues.
  • Conduct in-depth analysis of client systems, logs, and network data identify root causes and recommend effective solutions.
  • Create and maintain detailed technical documentation, knowledge base articles, and best practices to assist clients and internal teams.
  • Lead and participate in remote troubleshooting sessions and on-site visits to address escalated technical challenges and provide advanced technical training.
  • Continuously stay up to date with the latest cybersecurity trends, threat landscapes, and industry best practices to provide proactive guidance to clients.
  • Participate in the development and testing of new product features, providing valuable feedback to enhance product functionality and usability.
  • Collaborate with clients to identify opportunities for product enhancements and improvements, conveying client feedback to Product Management.
  • Maintain a strong customer-focused mindset, always ensuring a positive and productive support experience for clients.

Requirements

  • Bachelor’s degree in computer science or related field
  • Proven experience in technical support roles within the cybersecurity or IT industry, with a focus on advanced technical troubleshooting and issue resolution.
  • Expertise in configuring, operating, and troubleshooting a wide range of cybersecurity solutions, including firewalls, intrusion detection/prevention systems, SIEM, anti-malware tools, and encryption technologies.
  • Proficiency in analyzing network traffic, logs, and system events to identify and mitigate security threats and vulnerabilities.
  • Strong knowledge of operating systems (Windows, Linux), networking protocols, and cloud environments (AWS, Azure).
  • Excellent problem-solving skills and a structured approach to issue resolution with the ability to effectively communicate complex technical concepts to non-technical audiences.
  • Exceptional customer service and communication skills, with the ability to empathize with clients and provide clear, concise, and accurate technical guidance.
  • Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.