This is a fully remote position, open to applicants in Singapore.

📋 Description

• Act as the main point of contact for incoming support requests via email, chat, phone, and ticketing systems.

• Interact with enterprise customers in a clear and professional manner throughout the duration of each case.

• Assess cases based on severity and impact.

• Diagnose and resolve common issues in customers' existing environments by utilizing documented solutions, previous cases, and established fixes.

• Leverage AI tools to craft responses, summarize case histories, and highlight relevant knowledge while ensuring accuracy and maintaining case ownership.

• Forward complex issues to Tier 2 and Tier 3 support while remaining engaged in the case to facilitate resolution.

• Record each case comprehensively, detailing system information, error messages, and actions already taken.

• Assist with routine product upgrades, patches, and configuration modifications in established customer environments.

• Contribute to the knowledge base by applying Knowledge-Centered Service (KCS) practices and engaging in peer reviews.

• Join a team-wide weekend on-call rotation approximately once a month.

⛳️ Requirements

• Outstanding communication skills: articulate, composed, and professional when dealing with enterprise customers, capable of simplifying technical concepts for both technical and non-technical audiences.

• Strong analytical and troubleshooting abilities, with a systematic and inquisitive approach to resolving issues.

• A proactive self-starter attitude, demonstrating ownership and genuine enthusiasm for the mission of safeguarding critical infrastructure.

• 1 to 3 years of experience in technical support, IT, or a customer-facing technical role, or equivalent proven skills.

• Basic familiarity with the Linux command line and essential networking principles, or a strong willingness to learn them swiftly.

• Comfortable using AI tools on a daily basis, with the discernment to validate their outputs and the understanding that the engineer is responsible for the results, not the tool.

• Must successfully pass a background check as a requirement for employment.