Network Support Engineer

The company is the leader in proactive security management solutions, provides automated tools that help network security and operations teams prevent cyber threats, reduce risk exposure and demonstrate network compliance with regulations.

The company is looking for a Technical Support Engineer to provide enterprise-level support to our worldwide customers (mainly APAC). The Support Engineer will provide support via phone, web, email or any other channel required. The Support Engineer will need to have excellent problem solving and root cause analytic skills to help diagnose and solve complex technical/application issues.

Duties and Responsibilities:

• Take ownership of customer issues that has been reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Provide prompt and accurate feedback to customers
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure proper recording and closure of all issues
• Document knowledge in the form of knowledge base tech notes and articles
• Proactive Management for the customer’s issue
• Strong focus on customer satisfaction
  
  

Requirements:

• Knowledge of Unix/Linux systems
• Proven working experience in enterprise technical support, IT support or as a technical engineer
• CCNA Certification
• Experience in supporting security solutions, including knowledge and hands-on experience with network devices and network architectures (firewalls, routers, load balancers)
• Advantage for experience with CISCO, Palo Alto, Checkpoint, Fortigate and other leading network security vendors
• Experience in customer-facing environment, with direct interaction with customers
• Strong problem-solving skills
• Excellent written and verbal communication skills
• Strong ability to independently debug, self-sufficient and autonomous learning
• Good team player
• Flexibility to occasionally work outside of normal working hours