Senior Technical Support Engineer

COGNNA is a fast-growing cybersecurity startup revolutionizing how businesses manage their security operations. Our innovative SaaS platform provides organizations with the tools to detect, prevent, and respond to cyber threats with ease. Headquartered in Riyadh, Saudi Arabia, COGNNA is on a mission to empower businesses locally and internationally to build resilient and cost-effective cybersecurity operations.

We are looking for a highly skilled Senior Technical Support Engineer to serve as the ultimate escalation point for our clients' technical issues. In this role, you will focus entirely on ensuring the seamless agent deployment, functionality efficiency, and health of our Platform. You will troubleshoot complex system environments, lead agent installations, conduct client training sessions.

Key Responsibilities

• Advanced Technical Troubleshooting: Act as the Tier 2/Escalation point for complex technical issues, diagnosing and resolving deep-rooted system, network, and software problems for our clients.
• Agent Installation & Management: 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.).
• Client Training & Onboarding: Design and deliver comprehensive technical training sessions to ensure clients are fully equipped to utilize and maintain our solutions.
• Escalation & Communication Management: Lead communications with key client stakeholders (including technical Champions) during high-priority technical roadblocks, translating complex issues into clear, actionable updates.
• Knowledge & Process Improvement: Author detailed Knowledge Base (KB) articles and standard operating procedures (SOPs) to streamline future installations and troubleshooting steps.

• Team Mentorship: 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