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.

Requirements

• 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).