Technical Support Engineer

iSoftStone; Kuala Lumpur; On-site; MYR 50,000 - 73,000; Full time

Job summary

iSoftStone is seeking a cyber security operations support professional in Kuala Lumpur to provide technical support for CDN and security solutions. You will monitor security events, perform basic triage, and escalate complex issues to specialized teams while maintaining thorough incident records.

The role requires a diploma or bachelor’s in a related field and hands-on experience with logging and incident handling.

Qualifications

• Diploma or bachelor’s in cybersecurity or IT.
• Familiarity with security operations and incident triage is a plus.
• Willingness to learn and follow incident response processes.

Responsibilities

• Provide technical support and timely communication to customers using CDN and security solutions.
• Monitor alerts, service health, and performance across enterprise products.
• Perform basic configuration changes and initial incident triage.
• Escalate complex issues to backend or specialist teams.
• Maintain incident records and shift handover documentation.
• Assist onboarding and configuration of apps/websites on CDN/security platforms.
• Analyze traffic logs and security events to spot anomalies.
• Participate in shift rotations and on-call support.

Skills

Security Operations

Technical Support

NOC/SOC

Education

Bachelor’s degree in Cybersecurity or IT

Tools

CDN

WAF

DDoS protection

Job description

A leading global technology group, renowned for its extensive ecosystem of digital services and platforms. With a strong presence in cloud computing, mobile gaming, social media, and enterprise solutions, the organization supports millions of users and businesses worldwide. It emphasizes innovation, scalability, and security, making it a key player in driving digital transformation across various industries.

Key Responsibilities:

• Provide technical support and timely communication to customers using CDN and/or Security solutions
• Monitor system alerts, security events, service health, and performance issues across various enterprise products
• Perform basic configuration changes, troubleshooting, and initial incident assessment based on established procedures, SOPs, and runbooks
• Conduct initial investigation and triage of incidents before escalating complex issues to backend or specialist support teams
• Support the onboarding and configuration of applications, websites, and domains onto CDN and/or Security platforms
• Analyze HTTP/HTTPS traffic logs and security events to identify suspicious, abnormal, or potentially malicious activities
• Assist with basic troubleshooting of web traffic, DNS, SSL/TLS, and connectivity-related issues
• Maintain accurate operational documentation, incident records, troubleshooting notes, and shift handover reports
• Follow established incident response, escalation, and service management procedures to ensure timely resolution of customer issues
• Participate in shift rotations and on-call support when required

Job Requirements

• Diploma or Bachelor’s degree in Cybersecurity, Information Technology, Computer Science, Network Engineering, or a related field.
• 1–2 years of experience in Security Operations, Network Operations, Technical Support, NOC/SOC, or a related technical environment
• Familiarity with CDN, WAF, DDoS protection, or other web security solutions is an added advantage.
• Basic experience in analyzing logs, alerts, or security events is preferred.
• Strong willingness to learn and ability to follow established incident response, troubleshooting, and escalation procedures
• Good analytical and problem-solving skills with attention to detail.
• Able to work effectively in a shift-based operational environment and respond to incidents when required.
• Excellent communication skills in English and Chinese Mandarin languages (Billingual), both written and verbal, to support communication with customers and internal teams.
• Shift 1: 9:00 AM – 5:00 PM — Work from office
• Shift 2: 5:00 PM – 1:00 AM — Work from home allowed
• Shift 3: 1:00 AM – 9:00 AM — Work from home allowed