Technical support is often recognized as a primary role in the information security world, but not many people know that a technical support engineer is a completely different role that is considered one of the important roles in Hub Security.

These are complex products designed primarily for senior developers in a production environment (real-time), and their inquiries will usually deal with the need to address various challenges through the company's product.

So who exactly is the Technical Support Engineer?

A technical support engineer (or by other names: Product support, Escalation engineer, Support engineer) can be at different levels, including part of the tier 3 layer of technical support that deals with dealing with complex problems that also concern code and programming.

The support engineer works in collaboration with the support department and also with the development teams and with the product managers.

Its main function is to address faults and manage the fit between the organization's products and the needs and requests of customers. In addition, responsible for providing solutions to various support issues.

The role of a technical support engineer

A support engineer is always on hand with "hands on pulse" – learns and reports on updates and changes in products, provides suggestions for efficiency and helps the company advance technologically.

The field of technical support can be divided into levels:

The different levels of support engineers differ from each other in the level of care, the scope of the salary and the position of the employee in the company. Each stage of treatment is called Tier:

Tier 1 – These are usually technical support teams, providing a solution to relatively simple faults. This is usually a primary position, in which mainly students or people who have completed initial courses in the field of networks and information security work, and most often work in shifts. They may have a technological background from school, the military or from home.

Tier 2 – Those with more professional knowledge and experience. Know how to solve more significant problems than the previous step.

Tier 3 – Required when there is a need for even more professional care, and sometimes touching the code at the product level. Will often have a background as developers. The role is between the Support and Development Department.

Tier 4-5 – Developers, dealing with much more complex problems.

The work style of a support engineer varies from company to company, may include remote work or frontal support. The work can in the initial stages be in shifts and may even in more senior positions include travel abroad for the company's customers.

The solution offered by the support engineer depends on the product of the organization and the service they offer and will include – troubleshooting, network problems, installations, backups, licensing arrangements, participation in various projects, preparation of support documents and updating help documents, analyzing call logs to identify common queries and recurring problems.

Job requirements for cyber technical support engineer positions:

The job requirements of a technical support engineer may vary from job to job, and include experience and knowledge in diverse fields. However, there are basic requirements that are relevant to all positions:

High technical capabilities in the fields – SQL, Linux / Windows, IT, System, networking and sometimes also Cloud / Virtualization.

Studies with a technological background – IT, software engineering, computer science or relevant certifications such as MCSA, CCNA, Linux essentials.

Experience as support managers, IT technicians, experience in managing integrated support systems – an advantage.

Experience in handling faults and providing a telephone answer – an advantage.

Service ability, excellent interpersonal relationships.

Hebrew and English at a high level (sometimes English at the mother tongue level).

Experience with customers abroad – an advantage.

Travel abroad – less in the Corona era, but sometimes work in different time zones is required.

Progress track from the positions of technical support engineer

This is a position that can be a "springboard" for a variety of positions – whether in the same organization in other positions or in the cyber world in general.

The position opens the door to advancement at the various tier levels to managerial positions in the field.

Alternatively you can develop into the field of Presale / Postsale / PS or product management.

SeeHR is the most professional and advanced body in Israel in the field of recruiting and placing employees in cyber. We recruit in the areas of information security, software development, research, IT infrastructure, communications and more. If you have further questions about a technical support engineer you are welcome to contact us in Hub Security.