Cybersecurity Support Engineer

Description

Dream is a pioneering AI cybersecurity company delivering revolutionary defense through artificial intelligence. Our proprietary AI platform creates a unified security system safeguarding assets against existing and emerging generative cyber threats. Dream's advanced AI automates discovery, calculates risks, performs real-time threat detection, and plans an automated response. With a core focus on the ""unknowns,"" our AI transforms data into clear threat narratives and actionable defense strategies. 

Dream's AI cybersecurity platform represents a paradigm shift in cyber defense, employing a novel, multi-layered approach across all organizational networks in real-time. At the core of our solution is Dream's proprietary Cyber Language Model, a groundbreaking innovation that provides real-time, contextualized intelligence for comprehensive, actionable insights into any cyber-related query or threat scenario. 

We are seeking a motivated and technically skilled Support Engineer to join our growing team. This role requires strong networking and cybersecurity knowledge, excellent communication skills, and a passion for resolving complex issues and addressing customer issues. 

The ideal candidate has hands-on experience supporting technical platforms, with the ability to troubleshoot and analyze security-related incidents.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for cybersecurity platform solutions, including firewalls, SIEM, endpoint protection, and cloud security tools. 
• Troubleshoot and analyze network issues (routing, switching, DNS, VPN, proxies, etc.) across customer environments. 
• Review and investigate security alerts, logs, and system behaviors reported by clients or internal tools. 
• Assist customers in the deployment, integration, and configuration of cybersecurity products within on-premises and cloud (AWS/Azure) environments. 
• Collaborate with Engineering, Security Operations, Sales, CE, and Product teams to escalate and resolve advanced technical issues. 
• Execute and guide customers through interface (CLI) and API-based operations to extract data, configure systems, or collect diagnostics. 
• Participate in incident response scenarios, vulnerability assessments, and product health checks. 
• Maintain clear and complete documentation of support interactions, solutions, and known issues in a CRM system, such as Zendesk or Salesforce and internal knowledge bases. 
• Provide log analysis and technical root cause investigation, generating reports and recommendations. 
• Maintain a customer-first mindset while handling technical escalations under pressure. 

Requirements

• Eligible to work in Abu Dhabi. 
• Fluency in English.
• 3+ years experience in support, IT or network operations. 
• Strong knowledge of networking protocols (TCP/IP, BGP, OSPF), VPNs, firewalls, and proxy technologies. 
• Hands-on experience with one or more cybersecurity tools, such as: 
• SIEMs (e.g., Splunk, Grafana, LogRhythm) 
• Firewalls (e.g., Palo Alto, Fortinet, Cisco ASA) 
• Endpoint protection (e.g., CrowdStrike, SentinelOne, Symantec) 
• Familiarity with cloud security practices and architectures on AWS, Azure, and hybrid infrastructures. 
• Experience with ticketing systems such as Zendesk, Salesforce, Jira. 
• Understanding of identity and access management (IAM), LDAP, and SSO protocols (SAML, OAuth). 
• Basic knowledge of SQL and database querying for investigation and data analysis. 
• Ability to read and analyze logs, PCAP files, and system-level traces. 
• Experience with monitoring tools, SNMP-based systems, or telemetry solutions is a plus. 
• Comfortable using CLI tools, REST APIs, and JSON for advanced troubleshooting. 

Qualifications 

• Bachelor’s degree in computer science, Information Security, Networking, or a related technical field. 
• Strong analytical and troubleshooting skills, with the ability to explain technical issues clearly. 
• Excellent communication, documentation, and collaboration abilities. 
• Organized and detail-oriented, with the ability to handle high-pressure situations. 
• Flexible to work in rotating shifts, on-call, or after-hours as needed by customer time zones. 
• Industry certifications such as CCNA, CompTIA Security+, CEH, or AWS/Azure certifications are a plus. 

Skills