Technical Support Engineer

Job Title: Technical Support Engineer

Are you passionate about Software/Network Security?  

we operate at the cutting edge of technology, protecting businesses worldwide against complex threats, viruses and spam. We build high quality software security products in a fast-paced, nimble environment and we've been doing it for over 20 years.

Join us to help our customers protect their business and meet compliance needs.  

As a Technical Support Engineer, you provide technical support to our enterprise customers and you will have the opportunity to support our customers and learn cutting edge technologies in the dynamic software security space.

Reports to Senior Manager, Technical Support.

The main duties and responsibilities involve:

• Providing technical support to customers via telephone and email in line with departmental measures
• Ensuring that high levels of customer service and any SLAs are met 
• Handling up to 2nd level support issues 
• Recording all activities in the department’s call logging system 
• Researching incidents by replicating customer issues within a test environment 
• Escalating any necessary issues for further troubleshooting until the problem is resolved 
• Producing technical articles based on support incidents 
• Participating in regular team meetings and team training
• After hour support (on a shift, about once a week)

(*Recently, there are less than 15 calls per month.)

• Reports to Senior Manager, Technical Support
• Interacts with Technical Support, Global Escalation Support, Sales, Sales Engineering