Technical Support Engineer

Kuala Lumpur, Wilayah Persekutuan Kuala Lumpur, Malaysia Job ID: JR0033968 Job Title: Technical Support Engineer About Skyhigh Security: Skyhigh Security is a dynamic, fast-paced, cloud company that is a leader in the security industry. Our mission is to protect the world’s data, and because of this, we live and breathe security. We value learning at our core, underpinned by openness and transparency. Since 2011, organizations have trusted us to provide them with a complete, market-leading security platform built on a modern cloud stack. Our industry-leading suite of products radically simplifies data security through easy-to-use, cloud-based, Zero Trust solutions that are managed in a single dashboard, powered by hundreds of employees across the world. Skyhigh Security is more than a company; here, when you invest your career with us, we commit to investing in you. We embrace a hybrid work model, creating the flexibility and freedom you need from your work environment to reach your potential. Role Overview: Skyhigh Security seeks a Technical Support Engineer for Gateway Security Products. The ideal candidate demonstrates an aptitude and appetite for learning new technologies, evidenced by the ability to expand upon core knowledge. This is a great opportunity for someone with patience and an empathetic view of the customer to hone their skills and advance their career. Drive customer success and satisfaction by solving complex challenges with Security-Centric Solutions. In this role, you can expect to:

• Interact with customers via phone/email to resolve more complex customer issues in a timely manner.
• Provide fully independent remote support to resolve product related issues during the POC (Proof of Concept) & post-deployment phase, through research and troubleshooting.
• Debug system level problems in a multi-vendor, multi-protocol network environment with high-level technical expertise on complex issues.
• Evaluate the scope for timely escalation and ensure that critical problems are addressed as per the priority.
• Resolve all technical issues, clearly documenting the analysis and customer communication and action items within the SLA post engagement.
• Provide guidance to less experienced technical support engineers as needed to assist them in issue resolution, customer communication, escalation, and documentation.

To Fly High in this role, you have:

• A bachelor’s degree in computer science or information technology with 1-3 years of technical support experience in a large enterprise organization.
• An excellent understanding of technical support processes and customer management.
• Superior multi-tasking skills with a strong ability to work well under pressure.
• Solid grasp of TCP/IP, SSO-SAML, SAAS understanding.
• Excellent in-depth knowledge of Networking & Security Concepts.
• A strong demonstrated detail-orientation toward quality, results, and goal achievement.
• An excellent understanding of OSI Model, TCP/IP protocol suite (IP, ICMP, TCP, UDP, SNMP, FTP, TFTP, SMTP).
• An excellent understanding of application layer protocols ( PKI, Network Security – Firewalls/Proxy and SIEMs.
• Demonstrated experience in packet capture/analysis with tcpdump and Wireshark.
• Demonstrated experience in reading and analyzing log files, and can guide others.

It would be great if you also have:

• Industry relevant certification such as AWS, Azure, GCP (Google Cloud Platform), CISSP, Cisco, CEH (Certified Ethical Hacker).
• Knowledge of Java and SQL.
• Scripting language (e.g., Perl, Python) experience.
• An understanding of cloud platforms like Azure, O365 suite, AWS (Amazon Web Services), Salesforce.
• A good understanding of Linux/Unix.

Company Benefits and Perks:

• Pension and Retirement Plans, helping you plan for your future.
• Comprehensive Benefit Coverage.
• Relax and Recharge! We give excellent Paid Time Off.
• Paid Parental Leave.
• Support for Community Involvement and Volunteering.

We are serious about our commitment to diversity, which is why we prohibit discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation, or any other legally protected status. #J-18808-Ljbffr