Technical Support Engineer (German speaking)

Job Description

At WithSecure™, we protect businesses all over the world. Our SaaS solutions safeguard against modern cyber threats, and our Co-security approach reflects our belief that true protection requires collaboration and shared expertise. Our vision is to become Europe's flagship in cybersecurity — and every day, our teams work to prevent cyber extortion, secure critical infrastructure, and protect sensitive data.

Our support teams ensure expert help is always available — whether resolving incidents, guiding best practices, or helping customers and partners get the most from our solutions. We don't just react: we spot trends, prevent future issues, and continuously strengthen customer security posture. What sets us apart is our people — a global, passionate community focused on collaboration, continuous learning, and meaningful impact.

As a Technical Support Engineer, you'll be on the frontline of our customer success mission — supporting customers and partners across the DACH region and beyond. You'll go beyond resolving issues: working proactively to help customers and partners optimise their security posture and driving long-term value from our solutions.

We're hiring across experience levels. If you're a recent graduate or career-switcher with strong fundamentals and genuine curiosity about cybersecurity, we want to hear from you. If you're a practitioner with hands-on security product experience, we're equally interested — and you'll step into a role with broader ownership from day one.

Key Responsibilities

• Deliver technical support to customers and partners through phone, email, and ticketing systems — ensuring fast, high-quality resolutions across endpoints, networks, and cloud-based cybersecurity solutions.
• Perform structured triage, log analysis, and root-cause investigation; escalate effectively when needed to minimise disruption.
• Communicate complex issues clearly and empathetically, helping customers and partners feel supported and confident regardless of their technical background.
• Apply KCS methodology to create and refine knowledge articles, capturing insights that improve products and empower users.
• Collaborate with product engineering, sales, threat intelligence, and other internal teams to drive continuous improvement.

What are we looking for?

Fluency in both German and English is mandatory for this role. This position serves DACH-region customers and partners, and strong written and spoken communication in both languages is required from day one. Applicants who do not meet this requirement will not be progressed

Entry Level / Graduate — required from all applicants

• Ability to manage time-sensitive requests and prioritise effectively in a fast-paced environment
• Structured approach to troubleshooting and root-cause analysis
• Ability to read and analyse technical information such as log files
• Proficiency in Windows and Linux environments, including server-level diagnosis of permissions, services, and log files; basic macOS
• Understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN, firewalls, routing, HTTP/HTTPS, SMTP
• Strong customer-first mindset with excellent interpersonal skills
• Ability to explain complex technical issues in clear, relatable terms

Experienced Level — additionally expected from Technical Support Engineer applicants

All of the above, plus:

• Hands-on experience troubleshooting cybersecurity products: AV, EDR/XDR, DLP, firewalls, or secure email/web gateways
• Solid understanding of cybersecurity fundamentals — malware, phishing, encryption, identity management — with practical exposure to SIEM, endpoint protection, IDS/IPS, or vulnerability management tools
• Understanding of APIs and how software systems communicate via them; able to work with and interpret API-level output
• Proficiency with enterprise ticketing and CRM systems (e.g., Jira, Salesforce)
• Ability to handle complex cases with a high degree of independence and take ownership from triage to resolution
• Strong proficiency in AI technologies and tools.
• Strong problem-solving skills, analytical thinking, and continuous learning mindset to keep up with evolving AI technologies.

What will you get from us

• Meaningful work with real-world impact – your work helps protect businesses and critical infrastructure from modern cyber threats.
• Flexible ways of working, including up to 30 days per year working abroad and paid sick leave from day one.
• A strong focus on well-being, with mental health support and comprehensive benefits.
• Continuous learning, modern tools, and a people-first culture that values trust and collaboration.