Technical Support Engineer

Sygnia is a top tier cyber technology and services company, providing high-end consulting and incident response support for organizations worldwide. Sygnia works with companies to proactively build their cyber resilience and to respond and defeat attacks within their networks. It is the trusted advisor and cyber security service provider of IT and security teams, senior managements, and boards of top organizations worldwide, including Fortune 100 companies.

The company draws on top talent from the ranks of elite military technology units and from across the cyber industry and has some of the world's top talents in cybersecurity. Described by Forbes as a "cyber security delta force", it applies technological supremacy, digital combat experience, data analytics and a business-driven mindset to cyber security, enabling organizations to excel in the age of cyber.

Our Technology division builds a world class product, considered by experts as the leading XDR platform for cyber analytics and investigations. Our product was deployed in hundreds of clients, including many Fortune 500 companies, all around the world (from North America through EMEA and all the way to Australia), and as a part of the team you will have the privilege to take part in the ongoing fight against cyber threat actors of the highest levels.

Sygnia is seeking a Technical Support Engineer to deliver an exceptional experience to our platform clients across various use cases - including Managed Detection and Response (MDR), Incident Response, Threat Hunting, and Advanced Monitoring.

You will troubleshoot complex technical issues, collaborate closely with R&D and Product teams, and help enhance the platform's stability and effectiveness. If you're curious, fast-learning, technically skilled, and an excellent communicator, this is an opportunity to contribute directly to our global cyber defense mission.

Responsibilities

• Most of your time will be spent solving complex user issues while communicating with the development and research teams.
• Based on your overall understanding of the product, work with the R&D teams to solve deeper issues and technical user problems, while ensuring production systems' health.
• Enhance, improve and build our documentation, online help and related processes to improve overall users experience.
• Debug and assist with Root Cause Analysis for cross-system issues.
• Handle relevant user issues (from RBAC inside the product, to customer specific requirements like AWS access, agent communication issues, etc).
• Be proactive - help us improve as a product and as a company

Requirement 

• 1+ years of experience working in a 'tier 3 technical support' team or
• 2+ years of experience if progressed from Tier 1 to Tier 3 technical support roles.
• Ability to work independently and under pressure.
• Experience with log investigation of complex software environments.
• Experience working with relational and non-relational data-bases (SQL, Postgres, mongoDB).
• Experience with managing a cloud environment (with preference to AWS, Kubernetes/Docker).
• Great time management skills.
• Be able to handle an intensive work volume with short deadlines.
• Good self learning skills - be comfortable with unknowns, learn by doing.
• Have very strong written and verbal communications skills (English), and the ability to communicate fluently and (more importantly) empathetically.

Nice to have:

• Experience working with data lakes (Snowflake, ElasticSearch, etc).
• Programming experience.
• Python at scripting level.
• System administration skills (Linux), including scripting, networking basic understanding, filesystem familiarity and Git (GitHub) knowledge will greatly help in your day-to-day.
• Experience with data pipelines and micro-services.