Cybersecurity Technical Support Specialist

Employment Type: Full-Time – Independent Contractor

Work Arrangement: Remote

About the Role

We are looking for an experienced Cybersecurity Technical Support Specialist to provide technical assistance to customers using cybersecurity products and solutions. This role requires strong hands-on knowledge of cybersecurity, troubleshooting, logs, system errors, and security-related issues.

You will work directly with customers through inbound calls and support channels, investigate technical issues, identify root causes, and provide timely resolutions.

Key Responsibilities

• Provide technical support for cybersecurity-related issues through inbound calls, tickets, and chat.
• Troubleshoot and interpret system, application, security, and event logs to identify errors and potential issues.
• Investigate endpoint, software, connectivity, and security-related problems.
• Identify root causes and recommend or implement appropriate resolutions.
• Assist with software updates, patches, configurations, and remediation.
• Escalate complex or security-critical issues to the appropriate technical teams.
• Document troubleshooting steps, resolutions, and customer interactions accurately.
• Communicate technical information clearly to both technical and non-technical customers.
• Collaborate with internal teams through Slack and other communication channels.

Qualifications

• Technical support or cybersecurity experience, preferably supporting cybersecurity software/products.
• Strong understanding of cybersecurity concepts, endpoint security, malware, vulnerabilities, and system troubleshooting.
• Experience reading and interpreting logs and error messages.
• Hands-on experience with patching, software updates, configurations, and remediation.
• Strong analytical and troubleshooting skills.
• Excellent written and verbal English communication.
• Comfortable handling inbound customer calls and technical support tickets.
• Able to work independently in a remote environment. At least 100mbps Internet Speed.

Tools & Platforms

Experience with or willingness to work with:

• AWS Connect – inbound customer calls
• Zendesk – ticketing and customer support
• Slack – internal communication
• Microsoft environment – Windows/Microsoft technologies

Ideal Candidate

The ideal candidate is a cybersecurity-focused technical support professional who can go beyond basic troubleshooting, someone who can investigate logs, understand what is happening at the system/security level, identify the likely cause, and guide the customer toward a resolution.

Why Join Us?

• 100% Remote – Work from the comfort of your home.
• Career Growth – Build deeper expertise in cybersecurity and technical support.
• Global Exposure – Work with international customers and technology teams.
• Hands-On Experience – Gain practical experience troubleshooting real-world cybersecurity issues.
• Continuous Learning – Expand your knowledge of cybersecurity tools, technologies, and best practices.
• Collaborative Environment – Work alongside experienced technical and cybersecurity professionals.
• Long-Term Opportunity – Grow with a technology-focused organization and develop your career in cybersecurity.