Customer Support Engineer T2 – Portugal (f/m/x)

Description

Summary: Join Link11 as a Technical Support Engineer to actively shape a new EU Support Center, solve complex cybersecurity challenges, and contribute to making the internet a safer place. Highlights: 1. Shape a new EU Support Center in Lisbon from day one 2. Solve critical cybersecurity incidents and complex technical challenges 3. Be part of a passionate team making the internet a safer place ### **BE ONE STEP AHEAD: Help us make the Internet a safer place!** The digital world is constantly exposed to new cyber threats—and IT experts stand on the front line, protecting companies' most valuable digital assets against increasingly sophisticated attacks. At Link11, one of Europe's leading providers of cybersecurity solutions, we understand this responsibility intimately. With utmost precision, innovative technologies, and a strong sense of accountability, we reliably protect enterprises and public institutions from cyberattacks. Our strong market position is built on enterprise-grade cybersecurity that secures IT infrastructures and business-critical applications—enabling our customers to focus on their core business. Leveraging AI-powered technologies, patented DDoS protection, and a portfolio including Network DDoS Protection, WAAP, Secure CDN, and Secure DNS, we continuously evolve our solutions and set new benchmarks for digital security. Above all, we are a team of passionate individuals united by a shared mission: making the internet a safer place. More than 100 colleagues work across our international locations in Frankfurt, Lisbon, Tel Aviv, and Vancouver—many fully remote. You are motivated, eager to take responsibility, and seeking a challenging role with genuine impact? Then Link11 is the right place for you. Shape the digital future together with us. ### **Your Future Responsibilities:** We are currently building an entirely new EU Support Center in Lisbon—the future hub for technical customer support across Europe. Our goal is to deliver fast, high-quality support across multiple time zones while staying true to the values that define Link11: transparency, collaboration, and strong customer orientation. If you join us now, you will be part of the Lisbon team from day one. This means you won’t simply fill a role—you’ll actively help shape how the team operates, grows, and succeeds. Do you love solving problems and remain calm even under pressure? As a Technical Support Engineer at Link11, you are the first point of contact when our customers face security incidents, service disruptions, or complex configurations. Within a tiered support model (T1/T2), you handle everything—from initial response and communication with customers to in-depth technical analysis—operating at the forefront of cybersecurity. * Be the first point of contact when our customers need help—via ticket, phone, or live troubleshooting. * Identify and analyze incidents such as DDoS attacks in real time using monitoring dashboards. * Resolve technical challenges related to DDoS Protection, WAAP, DNS, and CDN services. * Translate complex technical concepts into clear, confident communication. * Build trusted relationships with our customers and guide them safely through critical situations. * Document knowledge, capture solutions, and continuously improve our support processes. As a T2 Engineer, you will additionally: * Conduct in-depth analysis of complex incidents and attacks. * Collaborate closely with Engineering and Operations teams during escalations. * Support onboarding, configurations, and advanced troubleshooting cases. ### **Your Skills:** * Excellent written and spoken German and English are required; Portuguese is a plus. * You are curious, self-motivated, and enjoy learning new technologies. * You have at least 3 years of professional experience in IT, internet services, hosting, telecommunications, cybersecurity, or IT security products—ideally in a technical support, networking, or customer-facing role. * You possess solid knowledge of Secure CDN (Content Delivery Network) technologies for website acceleration, caching, and image optimization—including integration with DDoS protection solutions (T2-relevant). * You have substantial experience with NetFlow-based DDoS detection (e.g., Cloud Insights), including monitoring customer router flows and triggering automated mitigation mechanisms such as BGP rerouting (T2-relevant). * You understand how the internet works (HTTP, DNS, SSL/TLS). * You have a solid understanding of fundamental networking technologies (IP, TCP/UDP, OSI). * You understand BGP (Border Gateway Protocol) and internet routing mechanics—especially in the context of DDoS defense. * You bring knowledge of DNS, CDN, or WAF/WAAP technologies. * You have basic Linux skills or scripting experience. * You are familiar with ticketing systems and monitoring tools such as Deskpro, Zendesk, Jira, Confluence, Zabbix, or similar platforms. * You have interest in or experience with cybersecurity and DDoS protection. * You remain calm, structured, and customer-oriented—even under pressure. Nice to have (certifications): CompTIA Security+, CompTIA Network+, Cisco CCNA, Certified Ethical Hacker (CEH), or comparable certifications in networking and cybersecurity. ### **We Are Link11:** * We wholeheartedly embrace our startup mentality. At the same time, Link11’s professional framework—founded in 2005—offers the growth opportunities and stability of an established company. Even today, we work closely with our founders and management team. * We are energetic, make decisions quickly, and implement change immediately. * We foster a positive, interactive, and appreciative work environment where every employee can contribute ideas. * We support the personal and professional development of our employees. * We consciously step outside our comfort zone to drive innovation and improvement—because we aim to be the best in the market. * Our forward-looking solutions have been recognized with multiple awards. ### **You Belong at Link11:** * Join a highly motivated team where we treat each other with mutual respect. * Meet your colleagues as equals. At Link11, everyone is on equal footing—there are no barriers. * Unleash and develop your strengths in a friendly and appreciative work environment. * Organize your workday within a flexible working model—because you are more than just your job. * Lead us to success together with your skills. * Community matters to us: team events, sundowners, and after-work parties bring us together—even internationally. * Our care for our team goes far beyond the coffee machine or a well-stocked fruit basket! * Enjoy attractive benefits such as a meal allowance, private health insurance, childcare cost support, and much more. * We are cooperation partners with national and international associations and authorities. ### **Information and Contact** Do you have questions about this position? Contact us directly at people@link11.com. Your contact person is Nadine Saewert from People Management. We look forward to meeting you and learning more about you as a person and your professional background. Ready? Apply easily via our careers page at https://www.link11.com/de/karriere/ and include your salary expectations and earliest possible start date. We promise to respond within 48 hours of receiving your application to let you know whether we’d like to get to know you better in a phone interview. **Link11 GmbH** Lindleystraße 12 D-60314 Frankfurt am Main