Technical Support Engineer

Responsibilities

• Flexible to accommodate urgent customer needs over weekends and public holidays

• Perform tasks such as issues, deploying products, collecting artefacts for debugging

• Provide high quality technical support by helping customers resolve issues including explaining usage, debugging failures, pinpointing problems, implementing workarounds, increasing performance, improving security, and determining root causes

• Documenting all support issue details while supporting customers to ensure details are available for all relevant parties

• Work cooperatively with team members to arrive at issue resolution as per Service Level Agreement before escalating to engineering team

• Contribute, maintain, and improve knowledge base articles, training materials, and other repositories of information

• Report customer use cases, requirements, enhancement requests, and recommend fixes

• Practice the give and take model of knowledge and experience exchange by sharing information to the team

• Constantly improving job skills through participation in product, technology, and customer service training as it is made available

• Participate in improving processes, communication, systems, etc.

Qualifications

Demonstrated Required Skills and Abilities:

• Graduated with Bachelor's Degree in Computer Science or Engineering or equivalent technical experience

• Able to communicate in English (written)

• Experience in Cyber Security AND Computer Networking (at least 2 to 3 years experience)

• Advantages to have Experience in deploying and supporting Cyber Security solution such as SIEM/UBA/SOAR/XDR/EDR/Vulnerability Management/Firewall Management System

• Advantages to have some programming knowledge (Experience in Regex)

• Junior engineer position is available for candidate with the relevant field of studies (IT/Network/Cyber Security)

• Programming & debugging

  • For Mac, Windows, Linux, iOS, or Android

  • Using one or more of C, C++, Objective-C, C#, Swift, Java, JavaScript

  • In Xcode, Visual Studio, Android Studio, or Eclipse

• Ability to troubleshoot system issues

• Fundamental understanding of computer architecture and low-level details of the programming languages used by the products you are supporting

• Interest and experience in security a great advantage

• Ability to work effectively with a remote team using modern, collaborative tools such as Microsoft Teams, Zoom, and Webex

• Strong customer service skills ability to work with customers in a manner that is professional, compassionate, and effective

• Ability to synthesize and clearly communicate complex technical issues to technical and non-technical audiences at all levels, both internally and externally

• Onsite experience

Additional Information

• Office Hours: Monday - Friday, 8.30am - 5.30pm

• Smart Casual Fridays

• Salary is negotiable depending on experience

• Welfare

• Social Security

• Health insurance

• Incentive

• Bonus

• Holidays