Senior Technical Support Engineer

A leading global technology provider is seeking a Senior Technical Support Engineer specialising in Network and Security to join their expert team based in Eastwood, Quezon City.

This is an exceptional opportunity for you to bring your technical expertise to a collaborative environment where your problem-solving skills will make a real difference to customers worldwide. You will be part of a supportive network of professionals who are passionate about delivering outstanding service, ensuring secure and reliable connectivity for clients across diverse industries. The organisation offers flexible working opportunities, ongoing training, and the chance to work with cutting-edge technologies, making this role ideal for those who value professional growth and a positive workplace culture.

• Join a highly skilled technical support team focused on network and security solutions, where your knowledge will directly impact customer satisfaction and business continuity.
• Benefit from flexible working arrangements and continuous learning opportunities that encourage both personal and professional development within a supportive environment.
• Work with advanced technologies in a company renowned for its commitment to employee wellbeing, teamwork, and fostering an inclusive culture where every voice is valued.

What You'll Do
As a Senior Technical Support Engineer – Network and Security based in Eastwood, you will play a pivotal role in ensuring the reliability and safety of client networks. Your day-to-day activities will involve engaging directly with customers to resolve complex technical issues while maintaining clear communication throughout each interaction. You will be responsible for managing escalated cases that require deep technical insight into networking protocols and security frameworks. By documenting your findings meticulously and sharing your expertise with both clients and colleagues, you will help build a robust support ecosystem. Success in this position comes from your ability to combine analytical thinking with empathy—understanding not just the technical aspects but also the human side of support. Your contributions will extend beyond troubleshooting; you'll actively participate in process improvements, mentor less experienced team members, and collaborate across departments to deliver comprehensive solutions that keep customers' operations running smoothly.

• Provide expert-level technical support for complex network and security issues, ensuring timely resolution of incidents and minimising customer downtime.
• Collaborate closely with customers to understand their unique environments, offering tailored guidance and solutions that address specific technical challenges.
• Diagnose, troubleshoot, and resolve escalated cases involving network infrastructure, firewalls, VPNs, intrusion detection systems, and other security appliances.
• Document detailed case notes, technical procedures, and best practices to enhance the knowledge base for both internal teams and end users.
• Participate in root cause analysis for recurring issues, identifying trends and recommending long-term improvements to prevent future incidents.
• Engage in regular knowledge-sharing sessions with colleagues to foster a culture of continuous learning and collective problem-solving.
• Support the onboarding and mentoring of junior engineers by providing guidance, feedback, and hands-on training as needed.
• Contribute to the development of technical documentation, FAQs, and user guides that empower customers to resolve common issues independently.
• Stay current with emerging technologies in networking and security by participating in training programmes, webinars, and industry events.
• Work collaboratively with cross-functional teams including engineering, product management, and sales to ensure seamless delivery of services.

What You Bring
The ideal candidate for the Senior Technical Support Engineer – Network and Security role brings significant hands-on experience supporting large-scale network environments alongside a deep understanding of modern security practices. Your background includes resolving intricate connectivity problems under time constraints while maintaining composure and clarity in communication. You have demonstrated success working collaboratively within teams where knowledge sharing is encouraged. Your approach is grounded in empathy—recognising the importance of building trust with customers during stressful situations—and you consistently strive for excellence by staying up-to-date with industry advancements. In addition to your technical acumen, you possess strong written skills for documentation purposes as well as the patience required when guiding less experienced colleagues. Your commitment to professional growth ensures you remain at the forefront of technological change while contributing positively to an inclusive workplace culture.

• Extensive experience providing technical support for enterprise-level network infrastructure including routers, switches, firewalls, VPNs, load balancers, and related security devices.
• In-depth understanding of TCP/IP networking concepts as well as common security protocols such as SSL/TLS, IPSec, DNSSEC, or similar standards.
• Proven track record diagnosing complex connectivity issues using packet capture tools (e.g., Wireshark), log analysis platforms, or command-line utilities.
• Strong interpersonal skills enabling you to communicate clearly with both technical stakeholders and non-technical users during high-pressure situations.
• Demonstrated ability to document troubleshooting steps thoroughly while contributing valuable insights to shared knowledge resources.
• Experience mentoring or coaching junior engineers within a collaborative team environment focused on mutual success.
• Familiarity with ITIL processes or similar incident management frameworks that promote efficient case handling and escalation procedures.
• Commitment to ongoing professional development through certifications (such as CCNP Security or equivalent) or participation in relevant training initiatives.
• Ability to adapt quickly when faced with new technologies or evolving customer requirements within the networking or cybersecurity landscape.

What Sets This Company Apart
This organisation stands out as an employer of choice due to its unwavering dedication to employee wellbeing and professional advancement. Employees benefit from flexible working opportunities designed to accommodate diverse lifestyles while promoting work-life balance. The company invests heavily in training programmes that empower staff at all levels—from entry-level engineers through senior specialists—to expand their skill sets continuously. A culture rooted in inclusivity ensures everyone feels welcome regardless of background or experience; voices are heard equally across all teams. Collaboration is celebrated here: employees regularly participate in knowledge-sharing sessions that foster camaraderie as well as innovation. The leadership team prioritises open communication channels so feedback can be shared constructively at every level. With access to state-of-the-art technology stacks plus opportunities for career progression internally or globally within the wider group structure, this is an environment where talented professionals can truly thrive over the long term.

What's Next
If you are ready to take your career in network and security support to new heights within a nurturing environment that values your expertise—this is your moment

Apply today by clicking on the link provided; we look forward to connecting with you soon.

Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.