Senior Technical Support Engineer

About the role

COGNNA is a fast‑growing cybersecurity SaaS startup based in Riyadh. We are seeking a Senior Technical Support Engineer to act as the primary escalation point for complex client issues, ensuring smooth agent deployment, platform health, and effective client training.

Key responsibilities

• Provide Tier‑2/escaltation support for deep‑rooted system, network, and software problems.
• Guide and execute deployment and configuration of security agents (EDR, monitoring tools) across Windows, Linux, macOS, Kubernetes and cloud environments.
• Design and deliver technical training and onboarding sessions for clients.
• Lead communication with key client stakeholders during high‑priority incidents, translating technical details into clear updates.
• Author Knowledge Base articles and SOPs to improve future installations and troubleshooting.
• Mentor junior support staff on advanced troubleshooting and client management.

Required profile

• 5+ years in enterprise technical support, field engineering, or a technical B2B SaaS role.
• Strong experience with Windows, Linux and macOS operating systems.
• Solid understanding of public cloud platforms (AWS, Azure or GCP) and hybrid environments.
• Proficiency in network protocols (TCP/IP, DNS, ICMP, firewalls) and related troubleshooting tools.
• Excellent verbal and written communication skills for training and stakeholder engagement.

Required skills

• PowerShell scripting
• Bash/Shell scripting
• Agent deployment on Kubernetes
• EDR, SIEM, XDR installation knowledge
• AWS, Azure or GCP cloud services
• Network troubleshooting tools