Tier 2 Technical Support Engineer (Remote – Philippines)

PH·ManilaRemotemid

OtherTier 2 Technical Support Engineer

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Quick Summary

Overview

Our client provides expert technical support to global customers and is responsible for: Installation, configuration, and fine-tuning of Cynet products (remote and occasional on-site, if required).

Technical Tools

OtherTier 2 Technical Support Engineer

Our client provides expert technical support to global customers and is responsible for:

Installation, configuration, and fine-tuning of Cynet products (remote and occasional on-site, if required).
Working closely with customers to ensure full deployment, optimization, and ongoing support.
Creating supporting documentation and knowledge base articles for customers.
Delivering formal remote training sessions and hands-on guidance to Cynet customers.
Providing Tier 2 support – including in-depth investigations and delivering workarounds or permanent solutions while meeting SLAs.
Collaborating closely with the SOC and R&D teams to ensure fast and effective issue resolution.
Understanding customer needs and contributing feedback to help shape and improve the Cynet product.

Requirements

~1 min read

Thorough knowledge of Microsoft Windows operating systems and Windows Server platforms.
Good knowledge of Linux distributions and/or macOS.
Strong technical troubleshooting and problem-solving skills.
Experience with networking protocols and tools (TCP/IP, Ports, Wireshark, Telnet, Netstat, etc.).
Excellent written and verbal communication skills in English.
Customer-oriented mindset with a passion for delivering top-notch service.
Ability to multitask and work effectively under pressure.
Strong team player with the ability to work independently in a remote environment.
Willingness to work flexible hours to support global customers

Nice to Have

~1 min read

Familiarity with the cybersecurity domain.
Experience working with Active Directory (Forests, Sites, Replication, GPOs, etc.).
Experience with SCCM, SIEM, and other asset management solutions.
Experience with databases, ELK stack, and SQL queries.