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Cymulate is a cybersecurity validation platform that helps enterprises continuously assess and optimize their security posture. The company serves world-class clients and maintains high ratings on Gartner, G2, and Glassdoor.
As a Support Engineer Tier 3, you will serve as the final escalation point for complex and critical production issues. This is a senior technical role that bridges support and engineering, requiring deep expertise in troubleshooting distributed systems and working collaboratively with R&D teams.
Key responsibilities include:
- Acting as the final escalation for complex production issues
- Identifying recurring issues and improvement opportunities
- Driving long-term solutions rather than quick fixes
- Collaborating with R&D engineers on debugging, root cause analysis, and permanent fixes
- Investigating issues across backend services, databases, agents, and customer environments
- Performing deep analysis of application, system, and agent logs
- Troubleshooting customer-side agents running as services
- Analyzing and resolving performance, scalability, and stability issues
- Investigating networking and connectivity issues (proxies, firewalls)
- Providing technical guidance and mentoring to Tier 2 support engineers
- Documenting root causes, technical findings, and recommended solutions
Requirements:
- Strong background as a highly technical support engineer, backend engineer, or production engineer
- Proven experience troubleshooting complex, distributed systems
- Strong experience working with logs and observability tools
- Solid understanding of networking fundamentals (TCP/IP, DNS, proxies, firewalls)
- Experience debugging proxy-related issues
- Experience working with Windows, Linux, and macOS
- Experience with agents or services running on customer machines
- Highly proactive mindset with ownership mentality
- Strong debugging, analytical, and problem-solving skills
- Ability to independently own issues from investigation to resolution
Advantages:
- Background or strong interest in cybersecurity
- Experience with endpoint agents, sensors, or security products
- Experience with cloud-native systems (AWS/Azure/GCP)
- Familiarity with microservices and distributed architectures
- Experience working closely with R&D teams
- Fluency in Spanish and/or Portuguese
