Technical Support Engineer (Cybersecurity)

TL;DR

Technical Support Engineer (Cybersecurity): Diagnosing and resolving complex technical issues involving remote monitoring, backup, and endpoint security with an accent on server and network troubleshooting. Focus on owning the end-to-end resolution of partner incidents and maintaining high service level objectives in a 24/7 environment.

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

Company

A global provider of an end-to-end cyber resilience platform designed to help businesses manage, secure, and recover from cyberthreats using AI-powered capabilities.

What you will do

• Deliver high-quality technical support to partners via phone, email, and chat as a trusted advisor.
• Diagnose and resolve issues involving Remote Monitoring, Asset Tracking, Patch Management, AV, and Backup.
• Manage the end-to-end resolution of technical cases and maintain thorough documentation.
• Prioritize incidents within the management system to meet Service and Experience Level Objectives.
• Collaborate cross-functionally to improve the overall partner support experience.
• Provide 24/7 support, including rotational weekends and holidays.

Requirements

• 2+ years of experience troubleshooting moderate to highly complex server, network, email, and endpoint security issues.
• Deep knowledge of Windows Server OS, AD, GPO, boot sequence, file structure, registry, and event logs.
• Solid understanding of networking protocols: DNS, TCP/IP, HTTP, DHCP, VPN, and firewalls.
• 2+ years of experience in multi-channel support (phone, email, chat) with a typing speed of 45-60 wpm.
• Must be based in or able to work from the Bonifacio Global City/Taguig City hub under a hybrid model.

Nice to have

• Proficiency in scripting languages such as Bash, PowerShell, or Python.
• Experience with Virtual Platforms, Linux servers, MacOS, or SQL Administration.
• Knowledge of SMTP, web services, email services, SNMP, and FTP.
• Experience with Backup Technologies.

Culture & Benefits

• Medical and dental insurance with a company-contribution pension.
• Generous PTO, observed holidays, and 2 paid volunteer days per year.
• Employee Stock Purchase Program.
• Monthly internet allowance and onsite pantry allowance.
• Investment in professional growth through custom N-ablite Learning experiences.
• Flexible hybrid working model combining remote work with in-hub collaboration.