Recruitment Friday

The Support Engineer is responsible for the initial handling of tickets and ensuring that customer inquiries/issues regardless of the product line get off to a successful start. The Support Engineer will gather information for a ticket, search for resolution in the documentation, review known error/bugs database, and work for a quick resolution.

Where a resolution is not possible (SLA impact or skills lacking), the Support Engineer will escalate the ticket to the correct Specialized Support Team. This role acts as being the face of the company, representing the Global Services organization.

As a result, a Support Engineer is responsible for exhibiting the most positive impactful first engagement with the customer, providing effortless customer experience, and demonstrating strong listening/understanding skills and empathy.

Support Engineers are expected to be well familiar with internal policies and procedures and external and internal technical documentation. Support Engineers are also expected to help manage and contribute to the Help Centre documentation.

What you will do:

• Give world-class support to worldwide customers
• Work closely with developers, troubleshooting, bug-fixing, and issue-tracking
• Engage directly with customers, make sure they’re happy, loving us and our products
• Involve yourself with product development, using your insight of customer’s issues and use cases
• Create Knowledge Base articles based on your findings

You are:

• Technical, a passionate problem-solver with a customer-centric mindset
• Organized, resourceful and responsive, because you’ll be working remotely, at home, or wherever suits you best
• Flexible, willing to work shifts or do what’s necessary to help our customers on a 24/7/365 basis

You’ll show us:

• A proven track record in technical support
• In-Depth knowledge of Linux-based operating systems and services
• Experience with RPM-based distributions such as CentOS, Red Hat
• Strong analytical, debugging, and problem-solving abilities
• Excellent written English
• Experience with Shared Hosting platforms and/or control panels, such as cPanel, Plesk, DirectAdmin is a plus

We’ll give you:

• Great opportunity for professional development within a fast-growing company
• Interesting and challenging tasks
• Remote work with long-term employment on a full-time basis under contract
• Paid vacation, 28 days per year, and sick leaves
• Knowledge exchange

The Senior Support Engineer is responsible for resolving the most complex escalations within Support. Ideally, nothing should pass our Senior Support Engineers unless it is an issue that only other departments can address. As part of our team, our senior-level Engineers have an opportunity to refine their skill-set around the specific products and services.

As time progresses, Senior Engineers can grow into Lead Sr. Engineers, and later into Technical Account Management, Sales Engineering, or Development roles. You and the other senior support staff is to set an example with every customer they handle.

Some of the most important responsibilities are providing mentorship, training, and support to our junior staff, reducing the overall inflow of tickets and escalations. The creation of the technical documentation, quality oversight, and work with the Support Management and other Departments are essential to the team's success.

"Next issue prevention" and effective escalation management to the Product Development are the critical elements of success. This role consistently interacts with key customers and is required to spot and communicate opportunities or pain points for additional services or solutions that we can provide to our customers.

You are:

• Technical, a passionate problem-solver with a customer-centric mindset.
• Organized, resourceful and responsive, because you’ll be working remotely, at home, or wherever suits you best.

You will show us:

• A proven track record in technical support
• In-Depth knowledge of Linux-based operating systems and service
• Experience with RPM-based distributions such as CentOS, Red Hat
• Strong analytical, debugging, and problem-solving abilities. You should be comfortable with such debugging tools as strace, perf, etc.
• Excellent written and spoken English
• Basic knowledge of Python to debug components with more efficiency
• Experience with control panels such as cPanel, Plesk, DirectAdmin is a plus

What you will do

• Give world-class support to worldwide customers
• Work closely with developers, troubleshooting, bug-fixing, and issue-tracking
• Engage directly with customers, make sure they’re happy, loving us and our products.
• Involve yourself with product development, using your insight of customer’s issues and use cases.

We’ll give you:

• Great opportunity for professional development within a fast-growing company
• Interesting and challenging tasks
• Remote work with long-term employment on a full-time basis under contract
• High-level compensation based on the performance reviews
• Paid vacation, 28 days per year, and sick leaves
• Knowledge exchange

Job description

• Provide application support services including manage ticketing system, incident analysis, root cause analysis, management communication, functional and technical testing.
• Capability to troubleshooting and identify the reported issue.
• Working closely with client and level 2 support.
• Co-ordinate and follow-up with 3rd party vendors for product related issues.
• Conduct knowledge sharing, internal team training, incident resolution for recurring incidents with Knowledge base tool.
• Monitor Application, server and network health to ensure there are no abnormalities.
• Must be able to work on shifts and weekends.

Requirements

• Candidate must have at least a Diploma/Bachelor’s Degree in Computer Science/ Information Technology or its equivalent.
• At least 1 year of working experience in the related field.
• Excellent verbal and written communications in English and Mandarin.
• Strong in application analysis, troubleshooting skill and sense of urgency.
• Ability to address the pattern of the recurring issues and automate manual work.
• Good analytical and problem solving mind, self-motivation, communication skills.
• Prior experience working in a Ticketing environment (i.e JIRA) is an added advantage.
• Prefer Junior Executive specializing in Technical & Application Support role. 

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).