Senior Technical Support Engineer

Role overview Provide technical support for vulnerability assessment and compliance software used in complex customer environments. Investigate issues, analyze security and system data, and coordinate with internal technical teams to help customers resolve problems and use the products effectively. The role includes a Sunday-to-Thursday workweek and requires weekend availability on a rotation, as well as holiday coverage.

Responsibilities - Act as a technical point of contact for customer issues, coordinating with teams such as product management, sales, and research and development. - Clarify customer questions and investigate issues involving vulnerability scans, system audits, or log events. - Reproduce reported software problems in a lab environment and help determine practical resolutions. - Use AI-supported tools to streamline routine work and focus on complex support cases. - Keep current on product capabilities and information security practices. - Create and publish reusable technical guidance for customers and colleagues.

Requirements - Fluent Arabic. - A bachelor’s degree in IT or computer science, or equivalent experience. - At least two years of professional experience with TCP/IP networking, Linux, Windows, or macOS administration, patch deployment, and system configuration. - Experience supporting enterprise customers and troubleshooting complex production or customer environment issues. - Knowledge of computer, network, and application security, plus familiarity with AI-supported support workflows. - Strong analytical, communication, and customer service skills, with the ability to learn quickly and manage competing priorities. - Availability for the stated work schedule, weekend rotation, and holidays.

Nice to have - Experience with vulnerability management or security tools, such as Nessus. - Familiarity with ticketing systems, SIEM or log analysis, SQL databases, cloud or virtualization technologies, programming fundamentals, certificates and certificate authorities, or PCAP analysis with tools such as Wireshark.