Senior Technical Support Engineer – Cybersecurity SaaS

About the role

COGNNA is seeking a Senior Technical Support Engineer to serve as the primary escalation point for complex client issues on its cybersecurity SaaS platform. The role focuses on flawless agent deployment, ongoing platform health, and delivering expert training to enterprise customers.

Key responsibilities

• Act as Tier‑2 escalation for deep‑rooted system, network, and software problems across Windows, Linux, macOS, and Kubernetes environments.
• Guide and execute the installation and configuration of security agents (EDR, monitoring tools) in on‑premise, cloud, and hybrid settings.
• Design and deliver technical training sessions and onboarding workshops for client technical champions.
• Lead communication with key stakeholders during high‑priority incidents, providing clear, actionable updates.
• Author and maintain Knowledge Base articles and standard operating procedures to improve future support efficiency.
• Mentor junior support staff on advanced troubleshooting techniques and client interaction best practices.

Required profile

• Minimum 5 years of experience in enterprise technical support, field engineering, or a customer‑facing B2B SaaS role.
• Strong background with major operating systems (Windows, Linux, macOS) and public cloud platforms (AWS, Azure, GCP).
• Proven ability to diagnose network issues using protocols such as TCP/IP, DNS, ICMP, and firewalls.
• Excellent verbal and written communication skills for client training and escalation management.

Required skills

• Windows, Linux, macOS
• AWS, Azure, GCP
• TCP/IP, DNS, ICMP, Firewalls
• PowerShell scripting
• Bash/Shell scripting
• EDR, SIEM, XDR deployment knowledge
• Kubernetes environment familiarity