Support Engineer

Roles & Responsibilities

Netpoleon Solutions is a well-established IT Network Security solutions provider and the Asia arm subsidiary of Macnica Inc – a Global Company with trillion-yen revenue.

Netpoleon Solutions has offices in Singapore, Malaysia, Indonesia, Philippines, Thailand, Vietnam, Myanmar, India, Australia and New Zealand, with its parent Company based in Japan.

We are now inviting individuals to join the Singapore office. Candidate applying should have a strong analytical mind and possess excellent cybersecurity skills and knowledge. If you have these qualities, you will embark on an exciting career together with us to pursue our strategic expansion.

Job Responsibilities :

• Customer Support : Respond to customer inquiries and technical issues via phone, email, chat, or ticketing system, ensuring prompt and courteous assistance for a positive support experience.
• Troubleshooting and Issue Resolution : Investigate and diagnose technical problems reported by customers or internal users. Utilise technical knowledge and problem-solving skills to troubleshoot software, hardware, network, or application-related issues and provide effective solutions.
• Technical Documentation : Create and maintain detailed documentation of support processes, troubleshooting procedures, and frequently asked questions (FAQs). Contribute to the knowledge base to facilitate self-service support for customers and enhance support team efficiency.
• Collaboration with Internal Teams : Collaborate with development, quality assurance, and product management teams to escalate and resolve complex technical issues. Communicate effectively with stakeholders to provide timely updates on issue resolution progress.
• Product Testing and Feedback : Assist in testing new product features, enhancements, or bug fixes to ensure their functionality and reliability. Provide feedback to the product development team regarding product improvements or potential issues identified during support interactions.
• Training and Onboarding : Support new customers or users during the onboarding process by providing guidance, training, and assistance. Help them understand product features, configurations, and best practices to maximize their usage and satisfaction.
• Continuous Learning : Stay updated with the Company's product offerings, industry trends, and emerging technologies. Continuously enhance technical skills and knowledge through training, certifications, and self-study.
• Service Level Agreement (SLA) Compliance : Adhere to defined SLAs for response times, issue resolution, and customer satisfaction metrics. Ensure that support requests are handled within the agreed-upon timeframes and service standards.

Job Requirements :

Other Information :

o Security Awareness

o Defensive Security

o Offensive Security

Interested candidates, please apply via the “Apply Now” button below.

We regret that only shortlisted candidates will be notified.

Tell employers what skills you have

Switches

TCP / IP

Technical Documentation

OSI model

ArcSight

Troubleshooting

Customer Support

Cyber Security

Load Balancer

CheckPoint Firewall

Routing

Cryptographic Key Management

CyberArk

Bash Scripting

Communication Skills

Customer Satisfaction

Customer Service

Network Security

DNS

Linux