Customer Support Engineer T1 – Portugal (f/m/x)

Stellenbeschreibung:

BE ONE STEP AHEAD: Help us make the internet a safer place!

The digital world is a relentless storm of evolving cyber threats. IT professionals are on the front lines, defending their organizations’ most valuable assets against increasingly sophisticated attacks. As one of the leading providers of cyber security solutions, Link11 understands the pressure and wants to protect companies and organizations through meticulous attention to detail and early integration of cutting‑edge methods. We take full responsibility for our clients’ security, constantly exploring new and improved ways to enhance their protection.

We have extended our proven expertise in Network Security, Web Protection and Web Performance and leveraged the know‑how of Reblaze Technologies to enhance our portfolio, particularly in the realm of WAAP (Web Application and API Protection). Our comprehensive security platform reflects our dedicated commitment to client security and proactive defense strategies – making the Internet a safer place.

Link11 is building a brand‑new EU Support Center in Lisbon – our future hub for technical customer support across Europe. Our goal is to deliver fast, high‑quality support across time zones while staying true to what defines Link11: transparency, collaboration, and a strong customer‑first mindset. By joining now, you’ll be part of the Lisbon team from day one. That means you won’t just step into a role—you’ll actively help shape how the team works, grows, and succeeds.

You love solving problems and staying calm when things get critical? As a Technical Support Engineer at Link11, you are the go‑to person when our customers face security incidents, service disruptions, or tricky configurations. Working in a tiered support model (T1/T2), you handle everything from first response and customer communication to deep technical investigation – right at the frontline of cybersecurity.

Responsibilities

Be the first responder when customers need help – via tickets, calls, or live troubleshooting
Detect and analyze incidents like DDoS attacks in real time using monitoring dashboards
Solve technical issues across DDoS protection, WAAP, DNS, and CDN services
Turn complex technical situations into clear, confident communication
Build trusted relationships and guide customers through critical moments
Capture knowledge, document solutions, and continuously improve how we support

Your Skills

You communicate clearly and confidently in English & you speak German or are willing to improve your German skills
You’re curious, self‑driven, and eager to learn new technologies
You have 1–2 years of experience in IT, Internet Services, Hosting, Telecommunications, Cybersecurity, or IT Security Products, ideally in a technical support, networking, or customer‑facing role
You understand how the web works (HTTP, DNS, SSL/TLS)
You have a solid grasp of networking basics (IP, TCP/UDP, OSI)
You have a basic understanding of BGP (Border Gateway Protocol) and how internet routing works — or are willing to learn it in the context of DDoS protection
You bring knowledge of DNS, CDN, or WAF/WAAP technologies
You have basic Linux knowledge or scripting skills
You are familiar with ticketing systems and monitoring tools such as Deskpro, Zendesk, Jira, Confluence, Zabbix, or similar platforms
You have an interest in or first experience with cybersecurity and DDoS protection
You stay calm, structured, and customer‑focused—even under pressure