L2 Service Support Engineer (IoT)

TL;DR

L2 Service Support Engineer (IoT): Providing high-level technical support and troubleshooting for global IoT connectivity solutions with an accent on complex network diagnostics and SLA management. Focus on resolving intricate incidents involving IPSEC, VPN, and dynamic routing protocols to ensure seamless device connectivity worldwide.

Location: Kuala Lumpur, Malaysia (Hybrid)

Company

A global leader in IoT connectivity managing over 18 million subscriptions across 165 countries.

What you will do

• Provide top-tier troubleshooting and technical support via phone and email to end users, dealers, and distributors.
• Resolve complex incidents involving IPSEC, SSL/Open VPN connections, VLAN configurations, VRFs, Access Lists, and dynamic Routing protocols (OSPF, BGP).
• Partner with the Mobile Networks team to identify and eliminate root causes of network issues.
• Ensure service expectations and SLAs are consistently met.

Requirements

• Must be based in Kuala Lumpur, Malaysia.
• Fluent in Mandarin (required for local assistance).
• 4+ years of networking experience in a NOC, ISP, or MSP environment.
• CCNP Enterprise or Service Provider level certification.
• Expertise in Cisco Routers, Switches, and Firewalls (CLI).
• Deep understanding of Ethernet, TCP/IP routing, Policy-based routing, and VPNs.

Nice to have

• Experience providing sales support in complex network environments.
• Proficiency in additional languages.
• Experience with network monitoring tools like PRTG.

Culture & Benefits

• Hybrid working approach combining office culture with work-from-home flexibility.
• Comprehensive training and continuous professional support.
• Entrepreneurial environment focused on innovation and diversity.
• Supportive and inclusive corporate culture.

Hiring process

• Tele Interview with the hiring manager.
• Virtual interview with the People team.
• Face-to-face interview with leadership.