Senior Technical Support Engineer

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COGNNA

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2022

🔒 Cybersecurity

🤖 Artificial Intelligence

☁️ SaaS

Cybersecurity • Artificial Intelligence • SaaS

COGNNA is an agentic SecOps and cybersecurity platform that uses AI-driven detection, autonomous triage, and automated response to unify security operations. It offers a cloud-delivered SaaS platform and Smart Managed SOC services (MSOC) for 24/7 monitoring, threat hunting, compliance automation, and incident containment, targeting enterprises, MSSPs, and regulated industries. COGNNA integrates asset discovery, high-fidelity detections, playbook-driven response, and audit-ready reporting to reduce alert noise, lower MTTR, and help organizations meet standards like SOC 2, PCI, HIPAA, NCA, and SAMA.

📋 Description

• Act as the Tier 2/Escalation point for complex technical issues, diagnosing and resolving deep-rooted system, network, and software problems for our clients. • Guide clients through, and directly execute, the deployment and configuration of software agents (e.g., EDR, monitoring tools) across diverse enterprise environments (Windows, Linux, Kubernetes, etc.). • Design and deliver comprehensive technical training sessions to ensure clients are fully equipped to utilize and maintain our solutions. • Lead communications with key client stakeholders (including technical Champions) during high-priority technical roadblocks, translating complex issues into clear, actionable updates. • Author detailed Knowledge Base (KB) articles and standard operating procedures (SOPs) to streamline future installations and troubleshooting steps. • Coach and guide junior support staff on advanced troubleshooting techniques and client management.

🎯 Requirements

• 5+ years in enterprise technical support, field engineering, or a highly technical, customer-facing B2B SaaS role. • Strong skills in managing and fixing major enterprise operating systems, especially Windows, Linux, and macOS. • Strong understanding of public cloud platforms (AWS, Azure, or GCP) to support and fix software setups in cloud and hybrid environments. • Strong understanding of network setups and protocols, including TCP/IP, DNS, ICMP, and Firewalls, with the ability to use network tools to fix connectivity and installation blocks. • Skilled in PowerShell and Shell scripting (Bash) to automate troubleshooting and handle large-scale software deployments. • Good general understanding of cybersecurity products (like EDR, SIEM, or XDR) only from an installation, system compatibility, and setup standpoint. • Great ability to break down deployment failures, read complex log files, and copy complex client environments in a test lab. • Strong verbal and written communication skills, with the professionalism needed to deliver training and lead important talks during onsite client visits.

🏖️ Benefits

• 💰 **Competitive Package** – Salary + equity options + saving plan • 🧘 **Flexible & Remote** – Work from anywhere with an outcomes-first culture • 🤝 **Team of Experts** – Work with designers, engineers, and security pros solving real-world problems • 🚀 **Growth-Focused** – Your ideas ship, your voice counts, your growth matters • 🌍 **Global Impact** – Build products that protect critical systems and data