Technical Support Engineer

iSoftStone; Kuala Lumpur; On-site; MYR 36,000 - 60,000; Full time

Job summary

iSoftStone Malaysia is seeking a Security Operations/Technical Support specialist to provide frontline support for CDN and security solutions. You will monitor alerts, perform initial incident assessment, and assist with onboarding and configuration of applications, websites and domains on CDN and security platforms.

You will analyze traffic logs, help troubleshoot issues, document incidents, and participate in shift rotations.

Qualifications

• Diploma or Bachelor’s degree in Cybersecurity, IT, CS, or related field.
• 1–2 years of experience in Security Operations, NOC/SOC, or technical environment.
• Familiarity with CDN, WAF, DDoS protection or web security solutions.
• Basic experience in analyzing logs, alerts, or security events.
• Willingness to learn and follow incident response procedures.
• Strong analytical and problem-solving skills.
• Able to work in a shift-based operational environment and respond to incidents.
• Excellent communication in English and Mandarin (bilingual).

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 enterprise products.
• Perform basic configuration changes, troubleshooting, and initial incident assessment per SOPs.
• Conduct initial investigation and triage of incidents before escalation.
• Support onboarding and configuration of applications, websites, and domains onto CDN/security platforms.
• Analyze HTTP/HTTPS traffic logs and security events to identify suspicious activity.
• Assist with basic troubleshooting of web traffic, DNS, SSL/TLS, and connectivity issues.
• Maintain accurate operational documentation, incident records, and shift handover reports.
• Follow incident response, escalation, and service management procedures for timely resolution.
• Participate in shift rotations and on-call support when required.

Skills

Security Operations

NOC/SOC

Technical Support

Log analysis

Incident response

Communication skills

Analytical skills

Education

Diploma/Bachelor’s degree in Cybersecurity/IT/CS

Tools

CDN

WAF

DDoS protection

Job description

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

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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.