Network Engineer (Customer Support) Security

Universal Access and Systems Solutions Inc.; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Universal Access and Systems Solutions Inc. is seeking a Senior Network & Security Engineer (Customer Support) to act as a senior escalation resource for complex network and cybersecurity incidents across enterprise environments.

You will lead incident resolution, perform RCA, and coordinate vendor escalations while communicating with customers and internal teams. The role covers NGFW, NAC (Aruba ClearPass, Cisco ISE), endpoint security, SSE/SASE, and Zero Trust architectures, with a focus on

Qualifications

• Bachelor's degree in Engineering, CS, IT, or related field.
• 3–5 years of experience supporting, administering, and troubleshooting enterprise network and security solutions.
• Hands-on experience diagnosing and resolving complex network and cybersecurity issues.
• Experience handling critical incidents, customer escalations, and high-priority technical issues.
• Experience conducting RCA and producing incident documentation; experience managing vendor TAC engagements.
• Strong understanding of incident management, escalation processes, and SLA-driven support environments.
• Professional-level security certifications from at least two security technology vendors, CCNA required.
• Excellent verbal and written communication skills with the ability to explain technical concepts to diverse stakeholders.

Responsibilities

• Lead the investigation, troubleshooting, and resolution of critical, complex, and escalated network and security incidents, ensuring timely restoration of services and corrective actions.
• Own incidents throughout the support lifecycle, acting as the primary escalation point during major incidents and customer-impacting events.
• Conduct, document, and present RCA findings, post-incident reviews, and recommendations to prevent recurrence.
• Coordinate escalations with vendor TACs and support organizations, ensuring SLAs and timely issue resolution.
• Provide advanced technical support across NGFW, NAC, endpoint security, SSE/SASE, and Zero Trust technologies.
• Collaborate with customers, vendors, and cross-functional teams to diagnose and resolve complex challenges.
• Develop, review, and maintain MOPs, incident reports, RCA reports, preventive maintenance reports, knowledge base articles, and runbooks.
• Identify recurring issues and drive improvement initiatives to enhance service quality and efficiency.

Skills

Incident management

Root Cause Analysis

Vendor coordination

Technical leadership

Customer communications

Documentation

Education

Bachelor's degree in Engineering, Computer Science, Information Technology, or related discipline

Tools

NGFW platforms

NAC (Aruba ClearPass, Cisco ISE)

Endpoint security

SSE/SASE platforms

Zero Trust architectures

Job description

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)
• Incident Reports
• 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.
• Cisco Certified Network Associate (CCNA) certification required.
• Excellent verbal and written communication skills with the ability to explain technical concepts, risks, and resolutions to both technical and non-technical stakeholders.

Preferred Qualifications

Candidates with the following qualifications will be highly regarded:

• 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)
• Cato SSE Expert
• Experience supporting multi-vendor enterprise environments that include technologies from:
• Cisco
• Fortinet
• Check Point
• Palo Alto Networks
• 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.