{"id":3453668,"url":"https://alion.io/job/lucy-security-technical-support-and-solutions-engineer","title":"Technical Support and Solutions Engineer","company":{"id":2566888,"name":"Lucy 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API","optional":true},{"name":"SQL","optional":true},{"name":"Wireshark","optional":true}],"status":"live","first_seen_at":"2026-10-28T14:17:03Z","employer_posted_date":null,"last_verified_at":"2026-10-28T14:17:03Z","board_verified":false,"closed_at":null,"days_open":5,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":5},"description":"What You'll Do\n\nTechnical Support & Troubleshooting\n\nInvestigate and resolve technical support requests, from basic configuration issues to complex technical incidents (Tier 1–3).\n\nTroubleshoot Linux-based servers, applications, and services.\n\nAnalyze application logs, system errors, and backend processes to identify root causes.\n\nDiagnose networking issues involving TCP/IP, DNS, HTTP/HTTPS, and connectivity.\n\nAssist customers with installation, configuration, upgrades, and maintenance.\n\nEscalate complex product issues to development teams and collaborate on solutions.\n\nDocument technical issues, solutions, and troubleshooting procedures.\n\nSolution Engineering & Customer Onboarding\n\nSupport new customers during technical onboarding, deployment, and initial configuration.\n\nDeliver technical product demonstrations and explain product capabilities.\n\nUnderstand customer requirements and recommend suitable technical configurations.\n\nAssist with technical questions during product evaluations and proof-of-concept projects.\n\nWork with customers and internal teams to ensure successful product adoption.\n\nWhat We're Looking For\n\nMust-Have Requirements\n\n2+ years of experience in Technical Support, Application Support, System Administration, or a similar technical role.\n\nPractical experience with Linux systems, including command-line operations, services, logs, and troubleshooting.\n\nGood understanding of networking fundamentals: TCP/IP, DNS, HTTP/HTTPS, ports, and firewalls.\n\nExperience troubleshooting web applications and investigating technical issues.\n\nAbility to analyze logs, identify root causes, and solve problems independently.\n\nGood written and spoken English (B2 level or higher), including the ability to communicate with international customers.\n\nStrong analytical thinking, attention to detail, and a proactive approach to problem-solving.\n\nWillingness to learn new technologies and develop customer-facing technical skills.\n\nNice-to-Have Skills\n\nExperience with cybersecurity platforms, enterprise software, or SaaS products.\n\nFamiliarity with Docker, virtual machines, or cloud environments.\n\nBasic understanding of databases, SQL, or REST APIs.\n\nExperience using tools such as Postman, curl, Wireshark, or similar debugging utilities.\n\nKnowledge of server security, performance monitoring, and system optimization.\n\nPrevious experience with technical onboarding, customer demonstrations, or pre-sales engineering.\n\nFamiliarity with ticketing systems such as Jira or Zendesk.\n\nBasic scripting knowledge (Bash or Python).","description_format":"text","description_chars":2549,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Ukraine","iso":"UA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Security"],"lifecycle":[{"event":"open","at":"2026-10-29T12:21:41Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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