About the Role:
Join our Technical Support Team where you’ll play a pivotal role in bridging the gap between our products and customers. Solve real-world technical challenges by offering exceptional support for cutting-edge vulnerability assessment and compliance auditing software. You will shine in complex, multi-layered customer environments. Your contributions will assist customers from their first Nessus scanner through intricate log correlation and real-time vulnerability analysis, ultimately mitigating cyber risks and closing the Cyber Exposure gap.
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Your Opportunity:
- Serve as the primary technical liaison between the customer and internal groups (Product Management, Sales, R&D, etc.) for technical issues.
- Analyze and clarify customer technical inquiries.
- Analyze vulnerability scan results, system audits, and log events.
- Recreate customer software issues in a lab environment.
- Harness AI-driven technologies to amplify your impact, automate routine tasks, and focus on solving complex technical challenges.
- Maintain in-depth knowledge of the company products and information security best practices.
- Create and publish solution knowledge for re-use by customers and internal employees.
What You'll Need:
- Working week: Sunday to Thursday.
- Fluent Arabic speaker.
- Bachelor’s degree in IT or Computer Science (or equivalent experience).
- 2+ years of professional experience with networking (TCP/IP), OS administration (Linux/Windows/MacOS), patch deployment, and system configuration.
- Experience providing technical support to enterprise clients, troubleshooting complex issues in production or customer environments; network security experience is a plus.
- Familiarity with Artificial Intelligence (AI) as the organization continues to build an AI-augmented support model to accelerate case resolutions.
- Knowledge of computer, network, and application security; familiarity with Nessus or similar tools is a bonus.
- Strong analytical and problem-solving skills, with the ability to learn quickly.
- Excellent written and verbal communication; customer-focused mindset.
- Ability to manage multiple priorities in a fast-paced environment to help meet business and client needs.
- Availability to work weekends and holidays as part of a rotation is required.
And Ideally:
- Experience using Nessus and/or other vulnerability management or cybersecurity tools, either professionally or in an academic setting.
- Familiarity with ticketing systems (JIRA, Salesforce, Zendesk, etc.).
- Experience with log analysis using a SEIM product (Coralogix, ElasticSearch, etc.).
- Knowledge of database technologies and SQL (Oracle, MySQL, MSSQL, etc.).
- Familiarity with cloud/virtualization technologies (AWS, Azure, Docker, Kubernetes, etc.).
- Fundamental understanding of programming languages.
- Understanding of Certificates and Certificate Authorities (CAs).
- Basic understanding of reviewing PCAPs with tools such as Wireshark.
Salary Range:
This is the expected salary range for this position in the primary job location, depending on experience and qualifications.
