R0008012: Technical Support Engineer

Technical Support Engineer – Multiple Locations

We are looking for technical experts who will resolve challenging, potentially high-impact customer situations with the utmost technical expertise and professionalism. This is a customer-facing role that requires delivering solutions to Trend Micro products, system and network problems of low to high complexity in a 24x7 support environment for the AMEA region.

Responsibilities

• Establish and maintain effective relationships with customers; engage with customers professionally.
• Demonstrate a passion for continuous learning (self-led) and apply new knowledge quickly.
• Collaborate with teammates and other engineering groups to provide the best solutions to customer concerns.
• Practice attentive and active listening; restate opinions accurately even when there is disagreement.
• Reproduce, troubleshoot, and perform advanced problem analysis on diverse technical issues to meet Trend Micro quality standards.
• Escalate technical issues using Trend Micro methodologies and interact with other Trend Micro teams globally to provide holistic solutions.
• Promote a positive team environment and assist teammates in their professional development.
• Use time effectively, prioritizing important tasks.
• Platforms and Virtual/Cloud Infrastructure: Microsoft Windows Clients and Servers, Hyper-V, and Microsoft Azure.
• Server applications and services: Active Directory, LDAP, IIS, DNS, DHCP.
• Troubleshooting tools: packet analyzers (e.g., Wireshark), Procmon, crash dump analysis, etc.
• Network technologies: Firewall, VPN, IDS, packet trace analysis, TCP/IP; SSL and other encryption technologies.
• Nice-to-have: Knowledge or hands-on experience with Microsoft Exchange, VDI, SCCM, SIEM, macOS, or mobile devices (iOS/Android); experience with AWS or Google Cloud is a plus but not required.

Qualifications

• Bachelor’s/College degree in a related field (e.g., ECE, Computer Engineering, Computer Science, IT) or equivalent.
• At least 1 year of experience deploying, administering, or troubleshooting security solutions.
• Check Point Certified Security Administrator or Trend Micro Apex One Certification is an advantage.
• Working knowledge of security solutions from Trend Micro, Check Point, or equivalent.

Customer Support Engineer – Pasig City

Location: Pasig City, National Capital Region

Salary: ₱900,000 - ₱1,200,000

Employer: Universal Access and Systems Solutions Inc.

Job Description

• Provide technical support to security solutions for customers (firewalls, UTM, email security, web security, cloud security, network access control, endpoint security).
• Create and present technical documentation (Incident Reports, Root Cause Analysis, Methods of Procedure) to customers.
• Handle principal products such as Trend Micro and Check Point.

Qualifications

• Bachelor’s degree preferred.
• At least 1 year of experience with security solutions; certifications are a plus.
• Working knowledge of Trend Micro, Check Point, or equivalent.

Senior Customer Support Engineer

Posted today

Employer: LeapXpert

Summary: Senior Customer Support Engineer to assist customers with reporting incidents, triage, onboarding, installation guidance, and issue resolution on cutting-edge technologies in a SaaS environment.

Responsibilities

• Operate as part of a support center handling customer system operations, maintenance, documentation, and software release management.
• Own customer issues through resolution; perform analysis and testing in production or DEV/UAT environments.
• Coordinate with other departments to resolve issues quickly.
• Identify process improvements to increase efficiency in customer service operations.
• Answer questions, resolve problems, provide product information.
• Report, track, and monitor defects; provide KPI-driven performance reports (SLA, CSAT, etc.).
• Investigate defects with production support and coordinate with development teams for fixes and retesting.
• Collaborate with engineering to design delivery/support strategies; interpret QA issues for technical and non-technical users.
• Support release and feature delivery with customers.

Qualifications

• 7+ years of experience as a support engineer or in related roles, preferably in software.
• Experience with application support; fintech/compliance/Unified Communications exposure is a plus.
• Experience with SaaS platforms; ITSM tools and ITIL exposure valued.
• Strong time management, multitasking, and prioritization skills.
• Experience in RCA and knowledgebase article development from incident reports.
• Willingness to learn new technologies; knowledge of testing methodologies; Agile experience a plus.

Why You'll Love Working Here

• Competitive remuneration package and onsite work environment.
• Supportive, collaborative team; flat, product-focused Agile environment.
• Opportunities to learn new technologies and grow professionally.
• Challenging, innovative projects and career growth opportunities.

Further Opportunities

Customer Support roles in various locations (Mandaluyong, Makati, Caloocan, Manila area) with various responsibilities including call center and non-voice support; details vary by posting.

Equal Opportunity and Privacy

LSEG and partner postings emphasize equal opportunity employment and privacy notices. LSEG is an equal opportunities employer. Privacy notices and candidate data handling guidance are provided where applicable.

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