N-central Technical Support (EMEA) (Cybersecurity)

Location: Bonifacio Global City, Taguig City, Metro Manila, Philippines; hybrid working model with 2–3 days per week in-hub collaboration; 24/7 support with rotational weekends and holidays.

Company

Cyber resilience company providing an end-to-end platform for managing, securing, and recovering business environments with AI-powered capabilities and third-party integrations.

What you will do

• Provide technical support to partners through phone, email, and chat, owning issues through diagnosis and resolution.
• Diagnose and resolve issues involving remote monitoring, asset tracking, remote connection, patch management, antivirus, backup, and mail security.
• Apply technical knowledge, problem-solving, interpersonal, and cross-functional collaboration skills to deliver a strong support experience.
• Redirect or escalate issues appropriately and maintain complete, accurate case documentation.
• Prioritize incidents in the incident management system and manage a personal caseload in line with service and experience-level objectives.
• Provide 24/7 support, including rotational weekends and holidays, while continuing to develop product and service knowledge.

Requirements

• At least 2 years of experience with L3 troubleshooting of moderate to highly complex server, network, email, and endpoint security issues.
• Detailed knowledge and demonstrated experience with Windows Server operating systems, Active Directory, Group Policy Objects, boot sequence, file structure, registry, and event logs.
• Understanding of security concepts, networking concepts, and protocols including DNS, TCP/IP, HTTP, DHCP, VPN, and firewalls.
• Partner-focused approach, ability to collaborate, creativity in understanding and resolving issues, and strong willingness to improve technical knowledge.

Nice to have

• Knowledge of SMTP, web services, email services, SNMP, and FTP.
• Experience with Bash, PowerShell, or Python scripting.
• Knowledge of virtual platforms, Linux servers, macOS, SQL administration, and backup technologies.
• At least 2 years of phone, email, and chat support experience, with the ability to type 45–60 words per minute accurately.

Culture & Benefits

• Medical and dental insurance, generous paid time off, and observed holidays.
• Two paid volunteer days per year and fundraising opportunities through the giving program.
• Employee stock purchase program and pension with company contribution.
• Monthly grab-and-go onsite pantry, internet, and de minimis allowances.
• Custom learning experiences through the company learning program.
• Hybrid collaboration model with regular in-hub work.