Cyberbit is the world’s leading cybersecurity training and simulation platform, used by enterprise SOC teams, governments, militaries, and universities to prepare for real-world cyberattacks.
Cyberbit replicates enterprise networks and deploys realistic, live attack simulations—allowing defenders to investigate, detect, and respond using commercial-grade security tools such as SIEM, EDR, and firewalls.
We’re looking for a Customer Support Specialist who combines strong technical troubleshooting skills with a solid understanding of cybersecurity fundamentals. You’ll investigate platform and content-related issues, think logically through attack-and-defense workflows, and use research and analytical reasoning to identify solutions.
This is not a traditional help-desk role—it’s a challenging, hands-on technical position that requires critical thinking, adaptability, and the ability to work efficiently with minimal supervision. You’ll be supporting real cyber range environments used by SOC teams to train for their toughest days.
Responsibilities
- Troubleshoot Tier 1 issues related to:
- Platform Access
- User Interface (UI)
- Content Behavior
- Verify customer-reported issues by reproducing the behavior, reviewing platform logs, and using research or internal documentation to identify whether the issue is environmental, user-related, or a platform/content issue.
- Communicate professionally with customers and internal teams (CSM, CloudOps, Content, and Engineering).
- Maintain awareness of SLAs, ensuring all tickets and escalations are handled and updated within required timeframes.
- Document troubleshooting steps, resolutions, and environment details to support internal knowledge sharing and consistency.
- Collaborate closely with the Support Team Lead to maintain and improve support workflows, SLAs, and documentation standards.
- 2+ years of experience in technical support, cybersecurity operations, or IT troubleshooting for globally deployed SaaS or platform products.
- Strong understanding of cybersecurity fundamentals, including:
- Common attack techniques and defensive tools (SIEM, EDR, firewall)
- Basic incident response and investigation logic
- Network fundamentals such as IP addressing, routing, ports, and access control
- Confident troubleshooting in Windows and Linux environments.
- Strong analytical and problem-solving mindset with the ability to learn new concepts quickly and apply them in live troubleshooting scenarios.
- Able to work efficiently with minimal supervision, demonstrating initiative, accountability, and attention to detail.
- Excellent written and verbal communication skills (English), with the ability to communicate clearly and professionally with both technical and non-technical audiences.
- Comfortable working in a fast-paced, SLA-driven environment, managing multiple tickets and priorities simultaneously.
Nice to Have
- Experience with SOC or security operations tools (e.g., Splunk, Sentinel, Defender, CrowdStrike, Palo Alto).
- Familiarity with cloud environments such as AWS or Azure.
- Certifications such as CompTIA Network+, Security+, or equivalent knowledge.
- Experience supporting training platforms, cyber labs, or virtual environments.
- CTF participation (professional or personal) demonstrating hands-on cybersecurity problem-solving skills.
Top Skills
What We Do
Cyberbit was founded in 2015 to address an acute issue: Cybersecurity teams are not prepared to deal with cyberattacks. Conventional training forces teams to learn on the job with no clear measurement of progress and very real repercussions. With disproportionally large investments into cybersecurity tools, cybersecurity teams lack the knowledge, skills, and experience to effectively deploy their toolsets, leading to a continued increase in breaches, regardless of technology investments.
To address this issue, Cyberbit developed the first-ever hyper-realistic cyber skilling platform, ensuring that cybersecurity professionals have the right knowledge, skills, and experience to excel. The Cyberbit Skills Development platform includes cyber labs, commercial tool training (Splunk, Palo Alto Networks, Checkpoint, Carbon Black & more) with attacker context, and live-fire cyber range exercises aligned to industry best standards (NICE Framework, MITRE ATT&CK, NIST) to ensure your team develops into top-tier cybersecurity professionals. Performance-based assessment using advanced network sensors validate your team’s skills giving you the confidence that your digital assets are fully protected. Cyberbit contains the world’s largest catalog of on-demand simulated attacks including Ransomware, DDoS, SQL Injections, Worms, Fileless Attacks, and more.
Cyberbit is used by leading organizations around the world including Fortune 500 organizations, MSSPs, governments, and academic institutions to transform their cyber practitioners into elite cyber defenders. Organizations use Cyberbit to create a better SOC team by upskilling their cyber professionals, validating incoming candidate skillsets, rapidly onboarding new hires, and validating incident response playbooks. Cyberbit delivers over now million hours of training annually across 5 continents.
