Customer Senior Support Engineer (Cybersecurity)

About the role

We are looking for a Customer Senior Support Engineer with a strong passion for cybersecurity and AI to join our global support team. You will be the go‑to expert for complex customer issues, ensuring swift resolution and clear communication across EMEA, APAC and Costa Rica.

Key responsibilities

• Own escalations, drive investigations and deliver resolutions for advanced security incidents.
• Deep‑dive into our SaaS platform, configuring integrations, workflows and automations to maximise customer value.
• Collaborate with Product and Engineering to translate customer feedback into product enhancements.
• Contribute to the internal knowledge base and share expertise with the support team.

Required profile

• Hands‑on experience in cybersecurity environments such as SOC, SIEM, EDR, SOAR or incident response.
• Comfort supporting enterprise SaaS solutions and navigating technical complexity.
• Excellent communication skills for both technical and non‑technical audiences.
• Curiosity about AI applications in security operations and a self‑driven, collaborative mindset.

Required skills

• SOC
• SIEM
• EDR
• SOAR
• Incident response
• Managed security environments
• Enterprise SaaS platforms