Customer Support Engineer T2 (f/m/x)

Customer Support Engineer T2 (f/m/x)

Lisbon EU Support Center

Be one step ahead: help us make the internet a safer place.

Apply nowAll open roles

• LocationLisbon EU Support Center
• AreaCustomer support and client care
• Published23 Sep 2026

Help us make the internet a safer place.

The digital world faces a constant storm of evolving cyber threats, and IT professionals are on the front lines, defending their organizations’ most valuable assets against increasingly sophisticated attacks. At Link11, one of Europe’s leading providers of cybersecurity solutions, we know that pressure well. We protect companies and public authorities through meticulous attention to detail and the early adoption of cutting-edge methods, and we take full responsibility for our customers’ security.

Our market reputation is built on enterprise-grade cybersecurity that keeps IT networks and critical applications safe, so our customers can focus on their core business. With AI-driven technology and patented DDoS protection, and a portfolio spanning Network DDoS Protection, WAAP, Secure CDN and Secure DNS, we are constantly finding new and better ways to strengthen their defenses.

Above all, we are a team of passionate people united by one mission: to make the internet a safer place. More than 100 colleagues work across our international locations, including Frankfurt, Lisbon, Tel Aviv and Vancouver, many of them fully remote. Are you highly motivated and looking for a challenging, rewarding role where you can truly make a difference? Then you are very welcome at Link11. Shape our digital future with us.

Your future challenges.

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 Customer 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 (HTTP, 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 keep a start-up mindset backed by the stability of a company founded in 2005 and still led by its founders.
• Short decision paths let us put changes into practice quickly.
• We foster a positive, interactive and appreciative working atmosphere in which everyone 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 as equals, without hierarchical barriers.
• Live and develop your strengths in a friendly atmosphere.
• Organize 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.

All benefits and the team

Apply now

Please let us know your earliest possible start date.

Questions about this position? people@link11.com People Management · Link11 GmbH, Lindleystraße 12, 60314 Frankfurt am Main

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