Senior Product Support Engineer / Product Escalation Engineer

Cynet Security is seeking an experienced and highly skilled Senior Support Engineer / Escalation Engineer to join our global support team. This is a hands-on, customer-facing role focused on troubleshooting complex product issues while also playing a key role in deploying, configuring, and optimizing Cynet's security solutions

You'll work closely with customers, internal support tiers, pre-sales and post-sales, R&D, and Product teams to analyze problems, identify root causes, and implement sustainable solutions Your expertise will directly impact customer satisfaction and contribute to the continued growth and excellence of our platform.

This is a full-time hybrid position based in Tampa, Florida (3 days per week in the office). We value flexibility, and it is preferred (though not required) that candidates can occasionally cover West Coast business hours. You'll report directly to the US Technical Support Team Lead.

What you'll do

• Own and resolve complex escalated technical issues, serving as the point of contact for critical customer situations.
• Deploy, configure, and optimize Cynet's platform across diverse customer environments.
• Analyze logs, configurations, and system behavior to diagnose and resolve advanced product issues.
• Collaborate with R&D, Product, and QA teams to address bugs, edge cases, and long-term product improvements.
• Partner with pre-sales and post-sales engineers to ensure smooth customer transitions and align technical expectations.
• Deliver guidance and mentorship to Tier 1 and Tier 2 support engineers.
• Maintain and contribute to internal documentation, knowledge base articles, tools, and troubleshooting guides.
• Support onboarding efforts, upgrades, and integration workflows with best practices.
• Influence product roadmaps by channeling feedback from real-world customer scenarios.

Requirements

Core Requirements

Technical Skills

Operating Systems

You are

About Us

Cynet is a pioneer and leader in advanced threat detection and response. Cynet simplifies security by providing a rapidly deployed, comprehensive platform for detection, prevention and automated response to advanced threats with near-zero false positives, shortening the time from detection to resolution and limiting damage to an organization.

Cynet's unique visibility of files, users, network traffic, and endpoints, and continuous monitoring of an environment uncovers behavioral and interaction indicators across the attack chain, giving a complete picture of an attack operation over time. Cynet is enhanced by Cynet CyOps, which delivers additional value to the platform with 24 / 7 threat expert assistance, insight and intelligence. Staffed by an elite group of cyber threat analysts and investigators, Cynet's CyOps is an extra set of expert eyes dedicated to monitor, prioritize and respond to threats in a customer's environment.

By combining high fidelity detection, decoy interactions, network analytics, and expert analyst assistance, Cynet provides accurate findings with associated risks without a lot of complexity and noise, so security teams can prioritize and respond to what matters

Benefits

Salary is determined by a combination of factors, including location, level, relevant experience, and skills. The range displayed in each job posting reflects the minimum and maximum target for new hire salaries for the position across all U.S. locations.

In addition to base salary, the compensation package for this position includes a commission / variable component based on performance, as well as stock options and a comprehensive benefits package.

At Cynet Security, we are proud to be an equal opportunity employer committed to fostering a diverse and inclusive workplace. We value the unique perspectives and experiences that individuals from all backgrounds bring to our team.

We do not discriminate based on race, color, religion, sex, gender identity, sexual orientation, national origin, age, marital status, veteran status, disability, medical condition, or any other characteristic protected by applicable law.

We encourage talented individuals from all walks of life to apply and join us in building an innovative, collaborative, and thriving workforce.

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