COGNNA
Cybersecurity
SeniorTechnicalSupportEngineer
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Technical Support Engineer at COGNNA. Skills: Technical Support, Cybersecurity, SaaS Platform. Act as Tier 2/Escalation point. Diagnose system problems”
Industry & Context.
Advanced troubleshooting; Root cause analysis
Client visits
What They're Looking For.
Must Have
5+ years enterprise technical support, 5+ years customer-facing B2B SaaS role, Manage enterprise OS, Support public cloud platforms, Understand network setups, Skilled in PowerShell, Skilled in Shell scripting (Bash), Understand cybersecurity products, Break down deployment failures, Read complex log files, Copy complex client environments, Verbal communication skills, Written communication skills, Professionalism for training, Lead important talks
Nice to Have
Kubernetes experience a plus, EDR experience a plus, SIEM experience a plus, XDR experience a plus
What You'll Do.
Act as Tier 2/Escalation point
Diagnose system problems
Resolve system problems
Diagnose network problems
Resolve network problems
Diagnose software problems
Resolve software problems
Guide agent deployment
Execute agent deployment
Configure software agents
Design training sessions
Deliver training sessions
Lead communications with stakeholders
Translate complex issues
Provide actionable updates
Author Knowledge Base articles
Author standard operating procedures
How You'll Work.
Team & Collaboration
Client stakeholders; Technical Champions; Junior support staff
Communication Scope
Client training; Technical updates
Full Job Description
**COGNNA** is a fast-growing cybersecurity startup revolutionizing how businesses manage their security operations. Our innovative SaaS platform provides organizations with the tools to detect, prevent, and respond to cyber threats with ease. Headquartered in Riyadh, Saudi Arabia, COGNNA is on a mission to empower businesses locally and internationally to build resilient and cost-effective cybersecurity operations. We are looking for a highly skilled **Senior Technical Support Engineer** to serve as the ultimate escalation point for our clients' technical issues. In this role, you will focus entirely on ensuring the seamless agent deployment, functionality efficiency, and health of our Platform. You will troubleshoot complex system environments, lead agent installations, conduct client training sessions. **Key Responsibilities** * **Advanced Technical Troubleshooting:** Act as the Tier 2/Escalation point for complex technical issues, diagnosing and resolving deep-rooted system, network, and software problems for our clients. * **Agent Installation & Management:** Guide clients through, and directly execute, the deployment and configuration of software agents (e.g., EDR, monitoring tools) across diverse enterprise environments (Windows, Linux, Kubernetes, etc.). * **Client Training & Onboarding:** Design and deliver comprehensive technical training sessions to ensure clients are fully equipped to utilize and maintain our solutions. * **Escalation & Communication Management: **Lead communications with key client stakeholders (including technical Champions) during high-priority technical roadblocks, translating complex issues into clear, actionable updates. * **Knowledge & Process Improvement: **Author detailed Knowledge Base (KB) articles and standard operating procedures (SOPs) to streamline future installations and troubleshooting steps. * **Team Mentorship:** Coach and guide junior support staff on advanced troubleshooting techniques and client management. **Requir
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