Senior Technical Support Associate

5 days ago

Cagayan de Oro P, Philippines CyTech International Ltd Full time ₱144,000 - ₱600,000 per year

About Us: CyTech International is a global cybersecurity innovator headquartered in Colorado, US, with operations spanning Israel, Singapore, and the Philippines. Founded by veteran CISO Chen Heffer, CyTech is the architect behind AQUILA, the world's first full-spectrum cybersecurity nervous system. CyTech's mission is to transform fragmented security ecosystems into unified, adaptive platforms that empower CISOs with clarity, control, and strategic oversight.

Job Summary: The Senior Technical Support Associate is responsible for delivering expert-level technical assistance and support to clients using the company's cybersecurity solutions. This role focuses on resolving advanced security incidents, ensuring product functionality, and enhancing customers' security posture through timely and effective problem resolution.

Responsibilities:

  • Troubleshoot and resolve complex cybersecurity issues involving network security, threat detection, endpoint protection, and cloud security environments.
  • Serve as the primary point of contact for high-priority customer issues and ensure timely resolution.
  • Analyze security alerts and logs to identify vulnerabilities or breaches and recommend remediation steps.
  • Collaborate with product development teams to communicate bugs, feature requests, and improvements based on customer feedback.
  • Provide technical guidance on best security practices and product configurations to customers.
  • Monitor and escalate critical incidents to appropriate teams while maintaining clear communication with customers during the resolution process.
  • Conduct root cause analysis for recurring issues and recommend systemic improvements.
  • Mentor and coach junior support staff to build technical expertise within the team.
  • Ensure compliance with security policies, standards, and regulatory requirements.

Qualifications:

  • Degree in Computer Science, Information Technology, or equivalent experience.
  • Minimum 3 years of technical support or cybersecurity experience with a proven track record of resolving complex system issues.
  • Expertise cybersecurity tools and platforms such as firewalls, SIEM solutions, endpoint security, and cloud services.
  • Strong analytical and problem-solving skills with the ability to communicate complex technical issues clearly.
  • Knowledgeable in Systems Integrations and REST APIs, with best practices in Cybersecurity Implementations, SIEM integrations, and Secure Cloud-based Architectures.
  • Proven ability to lead projects and collaborate effectively across teams.

What We Offer:

  • A supportive, employee-focused work culture.
  • Opportunities for professional and personal growth.
  • Government-mandated benefits.
  • Two days off per week for rest and personal time.
  • Promotion opportunities for permanent employees.

Job Type: Full-time

Work Location: In person

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