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

Published on May 24, 2026 Customer support and client care 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, at Link11, we understand the pressure and want 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, and we are constantly exploring new and improved ways to enhance their protection. Our reputation is built on providing enterprise‐grade cybersecurity solutions that secure IT networks and critical applications, allowing companies to focus on their core business operations. 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. We at Link11 are a team of passionate people, driven by a common mission to make the Internet safer. More than 100 employees work across our international locations – Frankfurt, Tel Aviv and Vancouver – some 100% remotely. Are you highly motivated and looking for a challenging and rewarding career where you can make a real difference? Then you are very welcome at Link11. Shape our digital future with Link11. We're currently 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. 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 As a T2 Engineer, you will also: Dive deep into complex incidents and attack analysis Work closely with Engineering and Operations on escalations Support onboarding, configurations, and advanced troubleshooting 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 3+ 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 have strong knowledge of Secure CDN (Content Delivery Network) technologies for site acceleration, caching, and image optimization, including their integration with DDoS protection (T2‐relevant) You have solid 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 web works ( DNS, SSL/TLS) You have a solid grasp of networking basics (IP, TCP/UDP, OSI) You have a good understanding of BGP (Border Gateway Protocol) and how internet routing works, particularly in the context of DDoS mitigation 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 experience with cybersecurity and DDoS protection You stay calm, structured, and customer-focused—even under pressure Nice to have (Certifications): CompTIA Security+, CompTIA Network+, Cisco CCNA, Certified Ethical Hacker (CEH), or similar networking / cybersecurity certifications We are Link11: We live our startup mentality at heart. The professional framework gives us the growth and stability of Link11‐ founded in 2005. We are still strong today working alongside the founders and the management team. We are full of energy, have short decision‐making paths and bring changes directly on the way. We live a positive, interactive and appreciative working atmosphere in which all employees can contribute. We encourage the further development of our employees. We are willing to leave our comfort zone for innovation and improvement because we want to be the best in the market. We have received several awards for our forward‐looking solutions. Link11 is the right place for you: Become part of a highly motivated team in which we treat each other with respect. Meet your colleagues at eye level. We are all equal and without barriers. Live and develop your strengths in a friendly atmosphere. Organise yourself in a flexible working model, because you are more than just your job. Lead us to success with your skills. Community is the trump card: team events, sundowners, after work parties bring us together (also internationally). Taking care of our team doesn't end at the coffee machine or a filled fruit basket! Look forward to interesting benefits such as meal subsidy, private health care, support for daycare fees and much more. We are cooperation partners of national and international associations and authorities. Information and contact Do you have any questions about this position? Contact us directly at Ver o e-mail no tdrct.com . Your contact person is Nadine Saewert from the People Management department. Link11 GmbH Lindleystrasse 12 D-60314 Frankfurt am Main #J-18808-Ljbffr