Technical Support Engineer (Thai-Speaking)

Salary: RM 8,500 – RM 10,000 per month

Responsibilities

•Provide post-sales technical support to Westcon’s APAC customers, with a primary focus on Thailand.

•Work closely with the Thailand in-country technical team, who retain ownership of the customer relationship.

•Test and reproduce issues to isolate root causes and drive resolution.

•Manage customer escalations and expectations with clear, timely communication.

•Become a trusted advisor to customers, building their confidence in our support through responsiveness, technical credibility and consistent follow-through.

•Serve as the subject matter expert (SME) for assigned products and stay current with product and technology developments.

•Maintain accurate, up-to-date documentation for all assigned cases.

•Share knowledge and experience with the team and contribute to the knowledge base.

•Participate in standby and on-call rotations as scheduled.

•Perform other duties as assigned by management.

Requirements

•Fluency in spoken and written Thai (mandatory).

•Bachelor’s degree in computer science, cybersecurity or a related discipline, or equivalent work experience.

•4–6 years of experience in networking and security.

•Proven experience troubleshooting and analyzing security product issues.

•Clear, confident and professional written and verbal communication across phone, email and remote sessions.

•Positive, customer-oriented attitude, with the ability to engage stakeholders at all levels.

•Composure under pressure, with the ability to handle complex and sensitive customer situations professionally.

•Strong organizational and time management skills, with the ability to learn quickly.

•Commitment to case management best practices and to improving the quality and integrity of case documentation.

•Flexibility to work extended hours, public holidays and weekends as needed.

•Preferred: hands-on experience with Palo Alto Networks products and relevant industry or Palo Alto Networks certifications.

•Preferred: experience supporting Technical Assistance Center (TAC) cases.