Technical Support Engineer

Westcon Solutions (M) Sdn Bhd; Selangor; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading company is seeking a Support Engineer to assist APAC customers with post-sales requests, manage escalations, and provide operational support. The ideal candidate will have a Bachelor's degree in computer science or cybersecurity, with at least 4 years of experience in the cybersecurity field. Strong communication and customer service skills are essential for this role.

Qualifications

• At least 4 years of experience in the cybersecurity-related field.
• Cybersecurity industry and vendor certifications are preferred.

Responsibilities

• Support post-sales requests from APAC customers.
• Manage technical escalations to the principal vendor.
• Perform testing and reproduction to resolve customer issues.

Skills

Communication

Customer Service

Organizational Skills

Problem Solving

Education

Bachelor’s degree in computer science

Bachelor’s degree in cybersecurity

Tools

Symantec Encryption

PGP

CA Layer 7

Job description

Support Engineer Job Description

Support post-sales requests from Westcon’s APAC customers.

Perform testing and reproduction as required to isolate, identify, and resolve customer's issues.

Manage technical escalations to the principal vendor.

Manage customer's escalations and expectations.

Keep assigned cases properly documented and up to date.

Stay up to date with the latest technology, products, and technical knowledge.

Serve as the Subject Matter Expert (SME) for assigned products.

Share knowledge, ideas, and experience with the team and contribute to the knowledge base.

Carry out standby duty rotations and on-call operational support as scheduled.

Perform any other duties as assigned by the supervisor.

Requirements

• Bachelor’s degree in computer science, cybersecurity, or a related discipline, or equivalent work experience.
• At least 4 years of experience in the cybersecurity-related field.
• Experience in managing and supporting Symantec Encryption, PGP, and other encryption products, or CA Layer 7 or other API gateway and management products.
• Cybersecurity industry and vendor certifications are preferred.
• Experience in Technical Assistance Center (TAC) case support is an advantage.
• Confident, articulate, and professional in verbal and written communication.
• Positive, communicative, and customer-oriented attitude.
• Strong customer-facing skills, able to react, adapt, and respond professionally under pressure.
• Adhere to case management best practices and seek ways to improve case data quality and integrity.
• Strong organizational and time management skills.
• Quick learner.
• Flexibility to work extended hours, including public holidays and weekends as needed.

Additional Information

How do your skills match this job? Sign in and update your profile to gain insights.

Your application will include questions about your experience and qualifications, such as:

• Years of experience as a Technical Support Engineer
• Right to work in Malaysia
• Expected monthly salary
• Qualifications
• Languages spoken
• Customer service experience
• Years of experience in the IT industry

Location: Kuala Lumpur City Centre, Kuala Lumpur, MY

Posted: 3 days ago