Network Engineer (Customer Support) Security

Universal Access and Systems Solutions Inc.; Pasig; Presencial; PHP 900.000 - 1.300.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Professional development

Descripción de la vacante

Universal Access and Systems Solutions Inc. in the Philippines seeks a Senior Network & Security Engineer (Customer Support) to serve as a senior escalation resource, resolving complex incidents across enterprise environments including NGFW, NAC, endpoint security, SSE/SASE, and Zero Trust.

You will lead incident resolution, perform root cause analysis, coordinate vendor escalations, and mentor junior engineers while contributing to knowledge management and process improvements.

Formación

• Bachelor’s degree in Engineering, Computer Science, Information Technology or related field.
• 3–5 years of experience supporting enterprise network and security solutions.
• Hands-on expertise diagnosing and resolving complex network and cybersecurity issues.
• Experience handling critical incidents and customer escalations.

Responsabilidades

• Lead investigation, troubleshooting, and resolution of critical network and security incidents.
• Own incidents through the support lifecycle and escalate as needed during major events.
• Conduct RCA, post-incident reviews, and provide preventive recommendations.
• Coordinate with vendor TACs and third parties, ensuring SLAs are met.
• Provide advanced technical support across NGFW, NAC, endpoint security, SSE/SASE, and Zero Trust.
• Collaborate with customers, vendors, and internal teams to resolve complex challenges.
• Create and maintain high-quality documentation and runbooks.

Conocimientos

Incident management

Technical leadership

Root cause analysis

Advanced troubleshooting

Documentation

Customer communication

Vendor coordination

Educación

Bachelor's degree in Engineering/CS/IT

Herramientas

NGFW

Aruba ClearPass

Cisco ISE

Endpoint Security

SSE/SASE

Zero Trust

Descripción del empleo

The Senior Network & Security Engineer (Customer Support) serves as a senior technical escalation resource responsible for managing and resolving complex network and cybersecurity incidents across enterprise environments. This role provides advanced support for a broad range of technologies, including next-generation firewalls (NGFW), Network Access Control (NAC), endpoint security, SSE/SASE platforms, and Zero Trust architectures.

The position is accountable for leading incident resolution efforts, performing root cause investigations, coordinating vendor escalations, and ensuring effective communication with customers and internal stakeholders throughout the incident lifecycle. In addition, the engineer contributes to continuous service improvement through knowledge management, process optimization, technical leadership, and the development of support engineers.

Key Responsibilities

• Lead the investigation, troubleshooting, and resolution of critical, complex, and escalated network and security incidents, ensuring timely restoration of services and implementation of corrective and preventive actions.
• Own incidents throughout the support lifecycle, providing technical leadership and serving as the primary escalation point during major incidents and customer-impacting events.
• Conduct, document, and present Root Cause Analysis (RCA) findings, post-incident reviews, and recommendations to prevent recurrence.
• Manage and coordinate escalations with vendor Technical Assistance Centers (TAC) and support organizations, ensuring adherence to service level agreements (SLAs) and timely issue resolution.
• Provide advanced technical support and expertise across:
• Next-Generation Firewalls (NGFW)
• Network Access Control (NAC) solutions, including Aruba ClearPass and Cisco ISE
• Endpoint Security platforms
• Secure Service Edge (SSE) and Secure Access Service Edge (SASE) solutions
• Zero Trust technologies and security architectures
• Collaborate with customers, vendors, and cross-functional technical teams to diagnose and resolve complex infrastructure and security challenges.
• Develop, review, and maintain high-quality technical documentation, including:
• Methods of Procedure (MOPs)
• Root Cause Analysis Reports
• Preventive Maintenance Reports
• Knowledge Base Articles
• Technical Runbooks and Operational Procedures
• Identify recurring technical issues, systemic risks, and improvement opportunities, driving initiatives that enhance service quality, operational efficiency, and support effectiveness.
• Contribute to the continuous improvement of support processes, incident management practices, knowledge repositories, and operational standards.
• Mentor and coach Customer Support Engineers by providing guidance on:
• Advanced troubleshooting methodologies
• Incident and escalation management
• Documentation standards and technical writing
• SLA management and customer communications
• Certification attainment and technical development
• Foster a culture of collaboration, knowledge sharing, accountability, and technical excellence within the Network and Security team.

Required Qualifications

• Bachelor’s degree in Engineering, Computer Science, Information Technology, or a related discipline.
• Minimum of 3-5 years of experience supporting, administering, and troubleshooting enterprise network and security solutions.
• Proven hands-on expertise in diagnosing and resolving complex network and cybersecurity issues.
• Demonstrated experience handling critical incidents, customer escalations, and high-priority technical issues.
• Experience conducting Root Cause Analysis (RCA) and producing comprehensive incident documentation.
• Experience managing technical support engagements with vendor TAC organizations and third-party technology providers.
• Strong understanding of incident management frameworks, escalation processes, and SLA-driven support environments.
• Professional-level technical certification (Core plus Specialization) and training from at least two security technology vendors.
• Excellent verbal and written communication skills with the ability to explain technical concepts, risks, and resolutions to both technical and non-technical stakeholders.

Candidates with the following qualifications will be highly regarded:

Preferred Qualifications

• Professional-level networking and security certifications, such as:
• CCNP Security
• Fortinet NSE or equivalent Fortinet certifications
• Check Point Certified Security Expert (CCSE)
• Palo Alto Networks Certified Network Security Engineer (PCNSE)
• Experience supporting multi-vendor enterprise environments that include technologies from:
• Cisco
• Fortinet
• Check Point
• Aruba ClearPass
• Sophos
• Trend Micro
• Cloud-native and cloud-based security platforms
• Understanding of cybersecurity frameworks, security operations, and industry best practices.
• Practical experience implementing or supporting Zero Trust security models and architectures.
• Experience working with SSE/SASE environments.
• Previous experience mentoring, leading, or providing technical guidance to support engineers.