Support Engineer Tier 3

Job description

# **Make Your Mark** Cymulate’s Continuous Security Validation enables companies to challenge, assess and optimize their cyber-security posture against the evolving cyberthreat landscape, simply and continuously. With world-class clients we strive to bring the highest level of service to everything we do. Our team is made up of the very best people for the job and as we grow, we’re always on the lookout for people with the skills, experience, and personality that will let us both shine. With high scores on Gartner, G2 and Glassdoor, our clients and employees have let us know what they love about us. Cymulate's Continuous Security Validation enables companies to challenge, assess and optimize their cyber-security posture against the evolving cyberthreat landscape, simply and continuously.With world-class clients we strive to bring the highest level of service to everything we do. Our team is made up of the very best people for the job and as we grow, we're always on the lookout for people with the skills, experience, and personality that will let us both shine. With high scores on Gartner, G2 and Glassdoor, our clients and employees have let us know what they love about us. **What Does The Team Do?** The Cymulate R&D team are the crucial behind-the-scenes wonders who bring our powerful products to life before releasing them into the world. They are constantly asking how things can be improved, solved, or made easier for our customers. There's no challenge they'll back down from, and we'd never want them to! **What You Will Do?** - Serve as the final escalation point for complex and critical production issues - Take a proactive role in identifying recurring issues, weak points, and improvement opportunities - Push for high-quality, long-term solutions, not just short-term fixes - Work side-by-side with R&D engineers on debugging, root cause analysis, and permanent fixes - Investigate issues across backend services, databases, agents, and customer environments - Perform deep analysis of application, system, and agent logs - Troubleshoot customer-side agents running as services - Analyze and resolve performance, scalability, and stability issues - Investigate networking and connectivity issues, including proxies and firewalls - Provide technical guidance and mentoring to Tier 2 support engineers - Document root causes, technical findings, and recommended solutions **What Will You Have?** - 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 — takes ownership, anticipates issues, and drives them to resolution - A natural pusher for excellence, quality, and engineering best practices - 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