Position Description:

The Product Support Engineer is a customer-facing position that will provide Tier 1 and Tier 2 level product support

and engineering assistance to customers, prospects and partners of our client an industry-recognized leader in

the delivery of cybersecurity products and services. Day-to-day activities will be to collaborate with the Support

Manager to prioritize and respond to customer support tickets and inbound calls; assist customers with issues

related to installation, setup, configuration, use of the product, updating Linux packages, troubleshooting

problems with the product, and investigating product content, logs and error messages to determine a possible

resolution.

Key Roles & Responsibilities:

Conduct regular vulnerability scans (on-demand/scheduled) on servers, networks, applications, and

cloud environments using tools like Saint, Nessus, Qualys etc.

Perform network penetration testing, system vulnerability assessments & security configuration review.

Stay updated on new threats and vulnerabilities, integrating threat intelligence into the assessment

process.

Produce reports, alerts, and metrics for management and technical teams, clearly communicating risks

and remediation status.

Analyze scan results, assess potential impact, prioritize vulnerabilities based on risk (severity,

exploitability), and identify false positives.

Strong familiarity and skills in Ubuntu, CentOS, Red Hat, Fedora and other Linux-based derivatives are a

must.

Candidate must have demonstrated experience and in-depth knowledge of networking protocols (TCPIP,

HTTP, SSL, FTP, DNS, SMB, LDAP, RPC, etc.), virtual environments, network administration and

security- related architectures and configurations, such as: service and port management and firewall

policies, that can affect product installation and communication to/from scan targets.

Skills with RDBMS platforms, like MySQL, Postgres or Oracle, are also a plus to contribute to

investigation of issues with scan results.

Candidate must also have a working knowledge in ticket-based systems, like ZenDesk or Remedy, etc.

to interact with customers and document ticket status and resolution.

Knowledge of security frameworks and compliance standards.

Knowledge of OWASP top 10

Excellent analytical, problem-solving, and communication skills.

Communication Skills:

Candidate will provide day-to-day customer interface, so strong written and oral communications a must.

Candidate may also be given an opportunity to provide product demonstrations to prospective customers, either

through Web-ex sessions or attending trade shows. So strong interpersonal skills and the ability to demonstrate

and describe product capabilities are preferable.

Optional but a Plus:

Knowledge in Scripting languages such as PHP/Python/Perl/Shell scripting etc.

Basic understanding of vulnerability exposures (CVEs) and severity levels (CVSS) will be an add-on.

Knowledge of AWS, Azure and other Cloud vendors. Working with VMware and Oracle VirtualBox.

Prior experience or knowledge of compliance standards such as PCI, HIPAA, FISMA, SOX

Experience with high level programming languages (e.g., Java, C, C++, .NET (C#, VB)) will be an add-on

Product Support Engineer