[NSSG] Associate Support Engineer

Netpoleon; Singapore; On-site; SGD 36,000 - 54,000; Full time

Benefits offered by this job

13th month AWS / Variable bonus

In-house and vendor-led training

Additional sponsored training based on performance

Specializations in Security areas

Job summary

A leading IT network security firm in Singapore is seeking an Associate Support Engineer. The role involves providing customer support, troubleshooting technical issues, creating documentation, and collaborating with teams. Ideal candidates should possess strong technical knowledge, excellent communication skills, and a passion for customer service. Opportunities for specialization and training will be available, making this role suitable for recent graduates or individuals transitioning into a technical position.

Qualifications

• Solid understanding of computer systems, networks, software applications.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Customer-centric mindset with passion for providing exceptional service.
• Ability to collaborate effectively with cross-functional teams.
• Strong documentation skills for creating clear technical documentation.
• Adaptable and proactive about continuous learning.

Responsibilities

• Respond to customer inquiries and technical issues.
• Investigate and diagnose reported technical problems.
• Create and maintain technical documentation and FAQs.
• Collaborate with internal teams to resolve complex issues.
• Assist in testing new product features and provide feedback.
• Support new customers during the onboarding process.
• Stay updated with product offerings and industry trends.
• Adhere to SLAs for response times and customer satisfaction.

Skills

Technical knowledge

Communication skills

Problem-solving abilities

Customer service orientation

Teamwork and collaboration

Technical documentation

Adaptability and learning agility

SLA Compliance

Job description

Netpoleon Solutions is a well-established IT Network Security solutions provider and the Asia arm subsidiary of Macnica Inc – a Global Company with trillion-yen revenue.

Netpoleon Solutions has offices in Singapore, Malaysia, Indonesia, Philippines, Thailand, Vietnam, Myanmar, India, Australia and New Zealand, with its parent Company based in Japan.

We are now inviting individuals to join the Singapore office. Candidates should have a strong analytical mind and possess excellent cybersecurity skills and knowledge. If you have these qualities, you will embark on an exciting career together with us to pursue our strategic expansion.

Job Responsibilities

• Customer Support: Respond to customer inquiries and technical issues via phone, email, chat, or ticketing system, ensuring prompt and courteous assistance for a positive support experience.
• Troubleshooting and Issue Resolution: Investigate and diagnose technical problems reported by customers or internal users. Utilize technical knowledge and problem‑solving skills to troubleshoot software, hardware, network, or application‑related issues and provide effective solutions.
• Technical Documentation: Create and maintain detailed documentation of support processes, troubleshooting procedures, and frequently asked questions (FAQs). Contribute to the knowledge base to facilitate self‑service support for customers and enhance support team efficiency.
• Collaboration with Internal Teams: Collaborate with development, quality assurance, and product management teams to elevate and resolve complex technical issues. Communicate effectively with stakeholders to provide timely updates on issue resolution progress.
• Product Testing and Feedback: Assist in testing new product features, enhancements, or bug fixes to ensure their functionality and reliability. Provide feedback to the product development team regarding product improvements or potential issues identified during support interactions.
• Training and Onboarding: Support new customers or users during the onboarding process by providing guidance, training, and assistance. Help them understand product features, configurations, and best practices to maximize their usage and satisfaction.
• Continuous Learning: Stay updated with the Company’s product offerings, industry trends, and emerging technologies. Continuously enhance technical skills and knowledge through training, certifications, and self‑study.
• Service Level Agreement (SLA) Compliance: Adhere to defined SLAs for response times, issue resolution, and customer satisfaction metrics. Ensure that support requests are handled within the agreed‑upon timeframes and service standards.

Job Requirements

• Technical Knowledge: Possess a solid understanding of computer systems, networks, software applications, and troubleshooting methodologies. Firm understanding of TCP/IP, OSI Layer, network security, Internet, DNS, network routing and switching, and common protocols.
• Communication Skills: Excellent verbal and written communication skills are essential. You should be able to effectively communicate technical concepts to both technical and non‑technical users. Active listening skills are important for gathering information and understanding customer issues.
• Problem‑Solving Abilities: Strong analytical and problem‑solving skills are required to identify and resolve technical issues efficiently. You should be able to think critically, perform root cause analysis, and apply logical troubleshooting methods to reach resolutions.
• Customer Service Orientation: A customer‑centric mindset and a passion for providing exceptional customer service are crucial. You should have the ability to empathize with customers, remain patient and calm during challenging situations, and deliver clear and concise instructions or solutions.
• Teamwork and Collaboration: The role of an Associate Support Engineer often involves working closely with cross‑functional teams. You should be able to collaborate effectively with colleagues, elevate issues when necessary, and contribute positively to a team‑oriented environment.
• Technical Documentation: Strong documentation skills are important for creating clear and concise technical documentation, troubleshooting guides, and knowledge base articles. This helps in ensuring consistent and accurate support practices.
• Adaptability and Learning Agility: The technology landscape evolves rapidly, so you must be adaptable and quick to learn new technologies, products, and tools. A proactive attitude towards continuous learning and staying up‑to‑date with industry trends is highly valued.
• Service Level Agreement (SLA) Compliance: Adhere to defined SLAs for response times, issue resolution, and customer satisfaction metrics. Ensure that support requests are handled within the agreed‑upon timeframes and service standards.

Other Information

• Working hours: 9am to 6pm, Monday to Friday*
• Standby Duties after office hours on rotating basis with team members
• Salary will commensurate with qualifications and experiences
• 13th month AWS / Variable bonus
• Selected candidates may pursue specializations in the following areas in the future:
  • Security Awareness
  • Defensive Security
  • Offensive Security
• Training consisting of in‑house and vendor‑led will be provided. Additional sponsored training available to confirmed staffs subject to performance assessment.
• Support Engineer is suitable for individuals with a strong technical background and professional experience, aiming to transition into a new technical role (i.e., Network Security Engineer) within another department at our Singapore office in the future.
  
• Associate Support Engineer is suitable for individuals with a strong technical foundation but limited professional experience. Recent graduates or those seeking to transition into a technical role are encouraged to apply.

*Support Engineers are required to be on 24x7 standby calls on a rotating basis throughout the year.