Technical Support Engineer

Why Join Us?

We are looking for a Technical Support Engineer to join our Support team and provide high-quality technical assistance to customers and partners.

In this role, you will work with cutting-edge networking and security technologies, troubleshoot complex issues, and deliver an excellent customer experience.

Key Responsibilities

• Provide technical support via chat, phone, and email to customers and partners
• Assist customers with configuration, troubleshooting, and best practices
• Manage support service requests end-to-end, ensuring issues are properly logged, tracked, resolved, and followed up in a timely manner
• Perform fault isolation and root cause analysis for complex technical issues
• Troubleshoot network and security-related problems across diverse environments
• Review traffic captures to identify and resolve network or security issues
• Collaborate closely with internal teams to ensure effective issue resolution and knowledge sharing
  
  

• 1-4 years of professional experience in a networking or security support role
• Excellent written and verbal communication skills in English
• Practical experience with TCP/IP networking protocols
• Hands-on experience with Routing & Switching technologies (e.g., OSPF, BGP, VLANs)
• Experience working with security technologies such as IPSec, SSL-VPN, and NAT
• Experience working with Linux-based systems
• Strong troubleshooting skills with the ability to independently debug complex network environments involving diverse media and protocols
• Strong problem-solving skills, customer-oriented mindset, and ability to work effectively in a team
• High learning agility and ability to quickly adapt to new technologies and evolving environments
  
  

• Experience with Firewall products (e.g., Cisco, Fortinet, Check Point)
• Familiarity with authentication protocols such as RADIUS and TACACS
• Previous experience in a technical support role within an IT or cybersecurity company
• Relevant certifications such as CCNA, CCSA, or equivalent – an advantage