Senior Technical Support Engineer- Windows & Identity Security

Role overview

This senior support role helps enterprise and public-sector customers diagnose and resolve complex technical issues, particularly in Windows, identity, networking, and security environments. The work spans customer case ownership, in-depth investigation, clear communication, and improving the knowledge and tools that help support teams solve recurring problems.

Responsibilities

- Respond to customer issues through support channels while meeting established response and resolution targets. - Investigate product and environment problems, including analysis of crash dumps, logs, and reproduction steps. - Own cases from initial diagnosis through resolution or a well-prepared escalation. - Keep customers informed with timely, professional updates and document troubleshooting clearly. - Work with specialized support and escalation teams on complex cases. - Turn recurring issues into reusable guidance, and share feedback that could improve product usability or supportability.

Requirements

- Prior experience in technical support or another customer-facing technical role, ideally involving endpoint or enterprise security products. - Working knowledge of Windows, macOS, or Linux, along with networking and basic security concepts. - Strong analytical troubleshooting skills and the ability to investigate complex issues systematically. - Clear written and verbal communication, customer focus, and effective collaboration. - Ability to manage multiple active cases while maintaining urgency and quality.

Nice to have

- Scripting experience with PowerShell, Python, Bash, or a similar tool. - Experience supporting endpoint or server environments, cloud services, or SaaS products. - Cybersecurity education, certifications, or professional experience.

Benefits and work setup

The listed starting salary is €2,500 per month, with final base pay depending on skills and experience, plus a performance-based annual bonus. Other stated benefits include equity programs, flexible time off alongside five weeks of standard paid leave, wellness and sick leave, parental leave, insurance, pension contributions, a home-office allowance, meal and wellbeing allowances, and an employee assistance program.