Technical Support Engineer - Tier 1

Description

Technical Support Engineer - Central Time Zone

Accelerate Your Career in Cybersecurity

Join Pentera and take your career to the next level in cybersecurity. As a leader in Automated Security Validation, we help businesses around the world safely emulate real-world attacks to uncover their vulnerabilities—just like the world’s best red teams. At Pentera, you’ll be at the forefront of cybersecurity innovation, working on advanced tools that challenge organizations' defenses and push the limits of security testing.

With over 350 team members and 1,000+ customers in more than 50 countries, Pentera is a growing company supported by top investors like Insight Partners, K1, and The Blackstone Group.

If you're looking to grow your skills, make a difference, and be part of an innovative team, Pentera is the place for you.

About the Role:

As a Tier 1 Technical Support Engineer, you’ll be the first line of defense for our customers, ensuring they get the support they need to use Pentera’s platform effectively. You’ll gain hands-on experience in security testing, work closely with cybersecurity specialists, and develop a deep understanding of penetration testing—all while helping customers solve technical challenges.

Roles & Responsibilities:

• Manage non-critical customer issues through our ticketing system, from acknowledgment to resolution or escalation.
• Triage and troubleshoot technical issues, ensuring prompt and effective resolution.
• Provide exceptional customer support using Salesforce, following Pentera’s support procedures and best practices.
• Maintain and contribute to our knowledge base to help streamline future troubleshooting.
• Collaborate with internal teams to escalate complex cases and ensure customer success.

Requirements

• 1-2 years of experience in tech support, desktop support, or a related role OR a degree in Computer Science, IT, Cybersecurity, or Computer Engineering.
• Strong technical troubleshooting skills.
• Basic Linux knowledge (command-line experience is a plus).
• Excellent communication skills and a team-player mindset.
• A problem-solver with sharp attention to detail and a "get things done" attitude.
• The ability to work independently while thriving in a collaborative environment.

It will be great if you have:

• Basic knowledge of any programming language.
• Technical writing skills (creating documentation, troubleshooting guides, etc.).
• Experience with Bash scripting, penetration testing tools, or cybersecurity fundamentals.
• Previous experience in customer-facing technical roles.

We look forward to getting to know you!

We are an equal opportunity employer and we are committed to building a diverse and talented workforce. We do not discriminate on the basis of race, sex, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, medical condition, disability, or any other class or characteristic protected by applicable law. We welcome candidates from all backgrounds to join us!