Fulltime, Remote
Posted 3 years ago

Job description

  • Provide technical support for our client’s customers.
  • Understand customer’s implementation and requirement technically.
  • Provide technical issue analysis, troubleshooting and consultation for customer.
  • Perform testing and reproduction as required to isolate, identify, and resolve customer’s issue.
  • Provide technical solution recommendation or workaround on product limitation/known issue.
  • Manage customer’s escalation and expectation.
  • Work with principal vendor on customer’s technical escalation.
  • Keep assigned cases properly documented and up to date.
  • Keep up to date with the latest technology, product and technical knowledge.
  • Being the subject-Matter-Expert (SME) for the assigned products.
  • Share knowledge, idea, and experience with the team and contribute to the knowledge base.
  • Carry out standby duty, on-call support, and provide coverage on weekend and public holiday as needed.
  • Perform any other duties as assigned accordingly by the superior.


  • Bachelor’s degree in computer science, cyber security or a related discipline.
  • Minimum 2 years (Jr) and 6 years (Sr) working experience in networking/security related field.
  • Perform Technical Assistance Center (TAC) case support.
  • Strong ability to independently troubleshoot, reproduce issues and identify feasible workarounds in broad, complex, and unique environments with mixed applications and protocols.
  • In-depth knowledge of TCP/IP, packet analysis, NGFW, IDS/IPS, VPN, SSL, and authentication technology.
  • Experience malware analysis, vulnerability assessment, and thread hunting is a plus.
  • Knowledge in Cloud, VDI, XDR, SOAR and SIEM technology is a plus.
  • Obtained industry and Palo Alto Networks certifications preferred.
  • Confident, articulate, and professional written and verbal skills through phone, email, and remote session engagements.
  • Strong customer facing skills while under pressure with the ability to react, adapt, and respond professionally to complex and emotional situations.
  • Able to effectively communicate to all levels and stakeholders – internally and externally on complex technical issues.
  • Strong organizational and time management skills.
  • Must have the flexibility to work extended hours, during public holiday, and weekend as per plan (compensation included).

Job Features

Job Category

Technical Support, Technology

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