Cybersecurity Specialist
Help AG, an e& enterprise companyAl Ahsa Governorate, Eastern Province, Saudi Arabia
Posted November 29, 2025
Full Time
About the Company
Help AG is the cybersecurity arm of e& enterprise (formerly Etisalat Digital) and provides leading enterprise businesses across the Middle East with strategic consultancy combined with tailored information security solutions and services that address their diverse requirements, enabling them to evolve securely with a competitive edge.
Job Description
Help AG is looking for a talented and experienced Cybersecurity Specialist to join our Support Center team in KSA. This role focuses on break-and-fix support for cybersecurity products, including troubleshooting incidents, resolving technical issues, and delivering high-quality solutions to customers.
Requirements
- Provide L2/L3 break-and-fix support for cybersecurity products including Palo Alto Firewalls, F5 devices, and related solutions.
- Troubleshoot and resolve configuration issues, hardware/software faults, and performance bottlenecks.
- Manage product tickets in line with defined SLAs, escalating to vendors when necessary.
- Perform root cause analysis (RCA) for recurring incidents and recommend preventive measures.
- Document incidents, troubleshooting steps, and resolutions in the Support Knowledge Base.
- Collaborate with internal teams and vendors to ensure timely resolution and service quality.
- Participate in 24x7 on-call rotations as required for critical issue handling.
- Provide technical guidance and best product practices to customers and internal teams.
Benefits
- Health insurance with one of the leading global providers for medical insurance.
- Career progression and growth through challenging projects and work.
- Employee engagement and wellness campaigns activities throughout the year.
- Tailored training & development program.