Technical Support Engineer - Security Awareness Platform - EC-Council International Limited

Key Responsibilities

• Provide tier‑2/3 technical support for the security awareness and phishing simulation platform, diagnosing and resolving complex issues.
• Collaborate with product, engineering, and customer success teams to investigate root causes and implement fixes.
• Maintain detailed incident logs, create knowledge base articles, and share best practices with the support community.
• Assist in the deployment, configuration, and upgrade of platform instances on client environments (Windows/Linux).
• Participate in on‑call rotations and respond to high‑priority incidents to minimize downtime.

Requirements

• 2–5 years of technical support experience in a SaaS or security‑focused environment.
• Strong troubleshooting skills with Windows, Linux, and networking fundamentals.
• Experience with scripting (PowerShell, Bash) to automate routine tasks.
• Excellent communication skills and a customer‑centric mindset.
• Knowledge of phishing simulation tools and security awareness concepts is a plus.