Technical Support Engineer - Entry Level
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 advanced networking and cybersecurity technologies, troubleshoot challenging technical issues, and play an active role in ensuring a reliable and secure customer experience.
You will take part in resolving real-world technical problems across diverse environments, working closely with customers while collaborating with internal teams to deliver effective and professional support.
Major Responsibilites
- Provide first-line technical support to customers and partners via chat, phone, and email
- Assist customers with basic configuration, troubleshooting, and usage of security and networking solutions
- Handle support service requests end-to-end, including proper logging, tracking, escalation, and follow-up
- Perform initial fault isolation and analysis for networking and security-related issues
- Review logs, traffic captures, and system data to help identify root causes of technical problems
- Collaborate closely with senior support engineers and internal teams to resolve customer issues effectively
- Follow established troubleshooting methodologies, documentation standards, and best practices
- Continuously learn and develop technical skills through training, mentoring, and hands-on experience
- Availability to work Monday–Friday. Work schedule includes at least 4 days from the office
- Commitment to remain within the Technical Support (TAC) organization for a significant period, during which career development opportunities may be available within TAC
- Graduate of an IT or networking course from a recognized college, or holder of a valid industry-recognized IT or networking certification (e.g., CCNA, Network+, Azure Fundamentals)
- Strong technical orientation and curiosity for technology
- Basic understanding of networking concepts
- Excellent written, reading comprehension, and spoken English skills
- Service-oriented mindset with a genuine interest in supporting customers
- Strong problem-solving skills and ability to work effectively in a team environment
- Strong autonomous learning capability with the ability to rapidly adapt to new technologies and evolving environments.
- Customer service experience – an advantage
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