Job Description

About Us

Panorays is a company dedicated to reducing supply chain cyber risk so companies worldwide can quickly and securely do business together. We provide a comprehensive third-party cybersecurity solution that creates a new business world where cybersecurity isn’t just a necessary business cost but an integral driver of growth. With Panorays, our customers’ defenses constantly evolve with their risk landscape, enabling companies to scale confidently with a solution that grows as they do.

About the Role

As a Cyber Security Support Engineer, you will be responsible for answering customer tickets, investigating problems and working with the relevant teams to resolve them, checking and validating findings and vulnerabilities found in the system, and supporting the customer success team with issues of Panorays customers.

Work Days: Monday-Friday

• Resolve product or service issues by understanding the customer’s request/claim, determining the cause of the issue, selecting and explaining the best solution, expediting the correction or adjustment, and following up to ensure a satisfactory resolution.
• Work on complicated problems and come up with a resolution.
• Collaborate directly with R&D, Product Management, and Security Research to address product bugs and improve product design for long-term supportability.
• Access Management – Check and validate new users and access levels.
• Maintaining our knowledge base and AI information data.
• Lead initiatives to optimize support team workflows, tools, and processes to significantly boost productivity.
• Support and manage the continuous systems that associate domains and IPs to our customer companies.

Experience & Skills

• 4+ years of experience providing advanced technical support or escalation engineering for B2B SaaS solutions, preferably Cybersecurity.
• High level of verbal and written communication skills in English - a must.
• Strong technical capabilities in modern operating systems, Networking (TCP/IP, routing, DNS architectures, SSL/TLS), Web Application Firewalls (WAF), and multi-tier Database architectures (SQL/NoSQL) & Web Cyber Security realm.
• Superior hands-on troubleshooting capabilities, great analytical skills, absolute independence, and an advanced ability to multitask and manage high-priority incidents calmly under pressure.
• Bachelor's degree and additional work experience or Cyber courses/certifications (CISSP, Certified Ethical Hacker, CCNA, or Security+).
• Independent and self-learning, with the ability to manage multiple priorities effectively.
• Customer-service oriented, with strong client-facing and communication skills.
• Experience working with Salesforce, Intercom, or other customer support systems.
• Previous experience in Security Operations (SOC), cybersecurity analysis, or other relevant technical cybersecurity roles - an advantage.

About You

• Customer-First Problem Solver - You’re driven to understand complex customer issues, identify root causes, and deliver clear, effective resolutions while maintaining a high level of service.
• Technically Strong & Cyber-Savvy - You have strong hands-on experience with cybersecurity, operating systems, DNS, SSL/TLS, WAFs, databases, and B2B SaaS environments.
• Analytical & Calm Under Pressure - You investigate issues thoroughly, connect the dots, and manage complex or high-priority incidents with accuracy, focus, and sound judgment.
• Clear & Collaborative Communicator - You communicate technical issues clearly with customers and work closely with R&D, Product, and Security teams to drive resolution and improve long-term supportability.
• Independent & Improvement-Oriented - You’re a self-learner who takes ownership, works independently, manages multiple priorities effectively, and continuously looks for ways to improve support processes, tools, and workflows.

About Us

Panorays is a company dedicated to reducing supply chain cyber risk so companies worldwide can quickly and securely do business together. We provide a comprehensive third-party cybersecurity solution that creates a new business world where cybersecurity isn’t just a necessary business cost but an integral driver of growth. With Panorays, our customers’ defenses constantly evolve with their risk landscape, enabling companies to scale confidently with a solution that grows as they do.

About You

• Customer-First Problem Solver - You’re driven to understand complex customer issues, identify root causes, and deliver clear, effective resolutions while maintaining a high level of service.
• Technically Strong & Cyber-Savvy - You have strong hands-on experience with cybersecurity, operating systems, DNS, SSL/TLS, WAFs, databases, and B2B SaaS environments.
• Analytical & Calm Under Pressure - You investigate issues thoroughly, connect the dots, and manage complex or high-priority incidents with accuracy, focus, and sound judgment.
• Clear & Collaborative Communicator - You communicate technical issues clearly with customers and work closely with R&D, Product, and Security teams to drive resolution and improve long-term supportability.
• Independent & Improvement-Oriented - You’re a self-learner who takes ownership, works independently, manages multiple priorities effectively, and continuously looks for ways to improve support processes, tools, and workflows.

About the Role

As a Cyber Security Support Engineer, you will be responsible for answering customer tickets, investigating problems and working with the relevant teams to resolve them, checking and validating findings and vulnerabilities found in the system, and supporting the customer success team with issues of Panorays customers.

Work Days: Monday-Friday

• Resolve product or service issues by understanding the customer’s request/claim, determining the cause of the issue, selecting and explaining the best solution, expediting the correction or adjustment, and following up to ensure a satisfactory resolution.
• Work on complicated problems and come up with a resolution.
• Collaborate directly with R&D, Product Management, and Security Research to address product bugs and improve product design for long-term supportability.
• Access Management – Check and validate new users and access levels.
• Maintaining our knowledge base and AI information data.
• Lead initiatives to optimize support team workflows, tools, and processes to significantly boost productivity.
• Support and manage the continuous systems that associate domains and IPs to our customer companies.

Experience & Skills

• 4+ years of experience providing advanced technical support or escalation engineering for B2B SaaS solutions, preferably Cybersecurity.
• High level of verbal and written communication skills in English - a must.
• Strong technical capabilities in modern operating systems, Networking (TCP/IP, routing, DNS architectures, SSL/TLS), Web Application Firewalls (WAF), and multi-tier Database architectures (SQL/NoSQL) & Web Cyber Security realm.
• Superior hands-on troubleshooting capabilities, great analytical skills, absolute independence, and an advanced ability to multitask and manage high-priority incidents calmly under pressure.
• Bachelor's degree and additional work experience or Cyber courses/certifications (CISSP, Certified Ethical Hacker, CCNA, or Security+).
• Independent and self-learning, with the ability to manage multiple priorities effectively.
• Customer-service oriented, with strong client-facing and communication skills.
• Experience working with Salesforce, Intercom, or other customer support systems.
• Previous experience in Security Operations (SOC), cybersecurity analysis, or other relevant technical cybersecurity roles - an advantage.

Excerpt

As a Cyber Security Support Engineer, you will be responsible for answering customer tickets, investigating problems and working with the relevant teams to resolve them, checking and validating findings and vulnerabilities found in the system, and supporting the customer success team with issues of Panorays customers.