Support Engineer Tier 3

Cymulate develops continuous security validation products that help companies assess and improve their cybersecurity posture. The Tier 3 Support Engineer serves as the final escalation point for complex production issues, investigates root causes across systems and customer environments, and works with R&D to drive lasting fixes.

Responsibilities:

• 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

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 — 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
• 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