Technical Support Engineer II

4 days ago

Taguig, Philippines weSource Management Consultancy Firm Full time

Overview

As a Technical Support Engineer II, you will be responsible for:

  • Monitor and triage incoming support cases via a shared queue.
  • Prioritize and resolve quick-win issues to meet response and resolution SLAs.
  • Identify and escalate Severity 1 cases following established protocols.
  • Maintain and update backlog cases with clear, structured documentation.
  • Troubleshoot issues related to Linux systems, basic networking, virtualization, and cloud environments.
  • Reproduce customer issues in lab environments and provide detailed findings to R&D when needed.
Qualifications
  • A minimum of 4-5 years of knowledge/prior experience in the Linux Operating System is required
  • Prior Enterprise Customer experience (supporting global clients or customers, not internal users)
  • Prior direct experience working for vendors and supporting paying customers. (examples of vendors include Cisco, Palo Alto, Checkpoint, Sophos, etc.)
  • Proven experience, hands-on with the networking devices (basic), security devices, and a good grasp of the Linux Operating system
  • Global support experience working with internal and external stakeholders is a requirement.
  • Basic knowledge of any Scripting Languages like Bash, PowerShell, and Python would be nice to have.
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