Technical Support Engineer (Cloud)

AlgoSec is looking for an experienced Technical Support Engineer to join our global Support organization.

For this position, we are specifically looking for a candidate with strong Cloud, Linux, and automation experience who can complement the networking and firewall expertise already existing within the team and support AlgoSec's continued evolution toward SaaS, cloud-based capabilities, and AI integrations.

Responsibilities:

• Provide technical support to AlgoSec customers and partners worldwide via email, phone, and web sessions.
• Troubleshoot technical issues related to product installation, configuration, operation, cloud infrastructure, applications, networking, and security environments.
• Guide customers, partners, and Sales Engineers through technical issues and product-related questions.
• Investigate complex technical problems across cloud, Linux, application, and network environments.
• Work closely with global Support teams, R&D, Delivery, and Product Management to drive issues to resolution.
• Take ownership of customer issues and manage them through resolution.
• Develop and maintain operational scripts and automations to improve Support efficiency, reduce manual effort, and increase service reliability.
• Document technical findings and maintain and improve the AlgoSec knowledge base.
• Contribute to the continuous improvement of Support processes, methodologies, tools, and automation.

What We're Looking For:

• At least 3 years of experience in Technical Support or a similar customer-facing technical role within a software company.
• Practical experience with cloud platforms such as AWS and/or Microsoft Azure, including troubleshooting cloud infrastructure, networking, security, and platform services.
• Strong hands-on experience administering and troubleshooting Linux/Unix environments.
• Experience with scripting and automation using Bash, Python, PowerShell, Shell scripting, or similar technologies.
• Experience building or maintaining operational automations to improve efficiency, reduce manual effort, or enhance service reliability.
• Experience supporting network security, infrastructure, or other complex enterprise software products.
• Good understanding of networking and security concepts.
• Strong analytical and problem-solving skills, with the ability to diagnose complex technical issues across cloud and application environments.
• Ability to independently investigate technical issues and take ownership through resolution.
• Excellent written and verbal communication skills in English.
• Ability to perform effectively in a fast-paced environment while managing multiple priorities.
• Willingness to work flexible hours as part of a 24x7 global Support organization.

Nice-to-have:

• Experience with Infrastructure as Code tools such as Terraform, CloudFormation, or Bicep.
• Experience with containerization and orchestration technologies such as Docker and Kubernetes.
• Knowledge of CI/CD pipelines and automation platforms such as GitHub Actions, Azure DevOps, or Jenkins.
• Experience implementing AI-powered operational workflows, predictive analytics, intelligent alerting, or GenAI-based Support automation solutions.
• Experience with SaaS products or cloud-native application environments.
• Experience with firewall technologies such as Check Point, Palo Alto, Cisco, Juniper, Fortinet, or similar platforms.
• Experience working directly with R&D, Product, or Delivery teams on complex customer issues.
• Experience creating technical documentation or Knowledge Base content.

Personal attributes:

• Independent, resourceful, and results-oriented.
• Strong analytical and troubleshooting mindset.
• Fast learner with a strong interest in emerging technologies, cloud platforms, automation, and AI-driven operations.
• Strong team player with high integrity and a customer-first mindset.
• Comfortably operating under pressure and handling multiple technical issues simultaneously.

Skills

AWS, Azure, Cloud, Linux, Technical Support, Unix