Technical Support Analyst

About the role

We are looking for a Technical Support Analyst to join Nucleon Security’s fast‑growing team in Rabat. You will be the first point of contact for customers, handling level‑1 and level‑2 incidents and ensuring high‑quality, timely resolutions.

Key responsibilities

• Handle level‑1 and level‑2 support requests, delivering effective solutions.
• Diagnose, analyse and resolve technical incidents while meeting SLA commitments.
• Assist clients with the use, configuration and operation of Nucleon Security solutions.
• Document incidents, analyses, root causes and solutions for traceability.
• Develop expertise through internal training and certifications.
• Collaborate with Product, Development and R&D teams for complex incident escalation.
• Contribute to the knowledge base by creating or updating technical documentation.
• Provide feedback to improve support processes, tools and solutions.
• Maintain a professional, customer‑focused support attitude.

Required profile

• Minimum Bac+2 (2‑year) degree in IT, Networks, Systems or equivalent.
• 2‑3 years of experience in technical support, software helpdesk or B2B customer support.
• Good understanding of Windows and Linux environments and TCP/IP networking.
• Knowledge of cybersecurity is a strong asset.
• Strong analytical mindset, rigor and autonomy.
• Excellent interpersonal skills and a customer‑service mindset.
• Fluent French (spoken and written); technical English appreciated.

Required skills

• Windows operating system
• Linux operating system
• TCP/IP networking
• Cybersecurity fundamentals

What we offer

• Opportunity to work on AI‑powered cybersecurity solutions.
• Stimulating environment with continuous skill development.
• Career growth within an innovative deep‑tech startup.