About the Job

Ever wondered what an electric car, an MRI machine, and a robotic arm have in common? That's right – software. And that software needs to be secure.

Cybellum is a cybersecurity company specializing in keeping physical devices cyber secure. Companies like Audi, Jaguar, Danaher, Rolls Royce, and Mobileye use our Product Security Platform every day to ensure their products' software is safe from cyber risks.

We're seeking a Senior Technical Support Engineer.

Responsibilities:

• Provide technical support to customers
• Diagnose and troubleshoot technical problems
• Analyze customer inquiries and system logs to identify RCA
• Provide guidance to customers
• Document technical solutions
• Manage ticketing volume and statuses
• Monitor production environment
• Act as liaison between customers and development teams
• Deploy company applications and solution on SaaS and on-premises environments
• Collaborate with development teams to define deployment strategies, timelines, and rollback plans
• Configure and manage the infrastructure needed for deployments
• Implement and maintain automation tools and scripts to streamline the deployment process

Technical Skills

• Deep technical expertise: Proven ability to troubleshoot and resolve complex technical issues.
• System administration: Advanced knowledge of Linux based operating systems, networking, database management systems, virtualization, containerization technologies, kubernetes, docker swarm
• Automation and CI/CD: experience with CI/CD tools like Jenkins, Gitlab, Github, Bitbucket and automation tools like Ansible, Terraform
• Scripting: Proficiency in Python, Bash
• Cloud platforms: Experience with AWS, Azure, GCP is preferred.
• Security: Understanding of security best practices and ability to address security-related issues.

Experience

• Proven track record: Minimum of 8 years of experience in technical support roles.
• Escalation management: Experience handling escalated issues and coordinating with other teams.
• Process improvement: Ability to identify process inefficiencies and implement improvements.
• Documentation: Strong documentation skills to create clear and concise knowledge base articles.

Additional Requirements

• On-call availability: Ability to work flexible hours
• Tool proficiency: experience working with Ticketing applications as JIRA, ServiceDesk, Zendesk, Freshdesk, Salesforce. Experience working with monitoring tools like Grafana, Prometheus, Zabbix etc…
• Language proficiency: English.
• Bachelor's degree in computer science, information technology, or a related field or equivalent work experience