Intermediate Technical Support Engineer (Cybersecurity)

TL;DR

Technical Support Engineer (Cybersecurity): Diagnosing and resolving technical issues across Remote Monitoring, Asset Tracking, and Mail Security with an accent on server, network, and endpoint security. Focus on managing the end-to-end resolution of partner incidents and providing high-quality support via phone, email, and chat.

Location: Hybrid (2-3 days a week in-hub collaboration) in Bonifacio Global City, Taguig City, Philippines

Company

A global provider of an end-to-end cyber resilience platform helping businesses manage, secure, and recover from evolving cyberthreats.

What you will do

• Deliver high-quality technical support to partners via phone, email, and chat.
• Diagnose and resolve issues involving Remote Monitoring, Asset Tracking, Patch Management, AV, and Backup.
• Manage the end-to-end resolution of incidents and maintain accurate case documentation.
• Collaborate cross-functionally to ensure an excellent support experience for partners.
• Prioritize incidents in the management system based on Service and Experience Level Objectives.

Requirements

• 2+ years of experience troubleshooting server, network, email, and endpoint security issues.
• Detailed knowledge of Windows Server OS, AD, GPO, boot sequence, registry, and event logs.
• Strong understanding of networking protocols: DNS, TCP/IP, HTTP, DHCP, VPN, and firewalls.
• 2+ years of experience in professional phone, email, and chat support.
• Ability to type 45-60 words per minute with high accuracy.
• Availability for 24/7 support with rotational weekends and holidays.

Nice to have

• Experience with scripting languages such as Bash, PowerShell, or Python.
• Knowledge of Virtual Platforms, Linux servers, or MacOS.
• Experience with SQL Administration and Backup Technologies.

Culture & Benefits

• Medical and dental insurance.
• Generous PTO, observed holidays, and 2 paid volunteer days per year.
• Employee Stock Purchase Program and pension with company contribution.
• Monthly internet allowance and onsite pantry allowance.
• Custom learning experiences through the N-ablite Learning program.