Support Engineer Tier 3

we are looking for a Support Engineer Tier 3.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 issuesTake a proactive role in identifying recurring issues, weak points, and improvement opportunitiesPush for high-quality, long-term solutions, not just short-term fixesWork side-by-side with R&D engineers on debugging, root cause analysis, and permanent fixesInvestigate issues across backend services, databases, agents, and customer environmentsPerform deep analysis of application, system, and agent logsTroubleshoot customer-side agents running as servicesAnalyze and resolve performance, scalability, and stability issuesInvestigate networking and connectivity issues, including proxies and firewallsProvide technical guidance and mentoring to Tier 2 support engineersDocument root causes, technical findings, and recommended solutionsRequirements: Strong background as a highly technical support engineer, backend engineer, or production engineerProven experience troubleshooting complex, distributed systemsStrong experience working with logs and observability toolsSolid understanding of networking fundamentals (TCP/IP, DNS, proxies, firewalls)Experience debugging proxy-related issuesExperience working with Windows, Linux, and macOSExperience with agents or services running on customer machinesHighly proactive mindset - takes ownership, anticipates issues, and drives them to resolutionA natural pusher for excellence, quality, and engineering best practicesStrong debugging, analytical, and problem-solving skillsAbility to independently own issues from investigation to resolutionAdvantages:Background or strong interest in CybersecurityExperience with endpoint agents, sensors, or security productsExperience with cloud-native systems (AWS / Azure / GCP)Familiarity with microservices and distributed architecturesExperience working closely with R&D teamsThis position is open to all candidates.