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.
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: