Technical Support Engineer

2 days ago

Manila, National Capital Region, Philippines OpenVPN Full time

We are seeking a Technical Support Engineer with expertise in VPNs, networking, and Linux systems to join our team. This role involves troubleshooting, diagnosing, and resolving complex technical issues for customers while ensuring high levels of customer satisfaction. The ideal candidate will have a strong background in OpenVPN or other VPN protocols, networking, scripting, database management, and Linux distributions.

Key Responsibilities

  • Customer Support: Provide technical assistance to customers via tickets, email, and live support to diagnose and resolve networking and VPN-related issues.
  • VPN & Network Troubleshooting: Investigate and resolve customer related configurations and connectivity issues, routing problems, firewall configurations, and security concerns.
  • Log & Database Analysis: Analyze system and application logs, and troubleshoot SQLite, MySQL, or other databases configurations.
  • Documentation: Create and update troubleshooting guides, FAQs, and internal knowledge base articles to improve support efficiency.
  • Collaboration: Work closely with development, QA, and product teams to escalate and resolve software-related issues.

  • Testing & Debugging: Reproduce customer-reported issues in a lab environment to identify root causes and potential fixes.

  • Educational Background: Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience).

  • VPN Expertise: Hands-on experience with OpenVPN, WireGuard, IPSec, or other VPN protocols.
  • Networking Proficiency: Strong understanding of TCP/IP, DNS, DHCP, firewalls, NAT, routing, and network security principles.
  • Linux Systems Knowledge: Experience working with Linux distributions (Ubuntu, Debian, CentOS, etc.).
  • Scripting & Automation: Proficiency in Bash, Python, or other scripting languages.
  • Database Management: Familiarity with SQLite, MySQL etc
  • Technical Support Experience: Proven experience in customer-facing technical support, system administration, or network operations.
  • Analytical & Problem-Solving Skills: Ability to analyze logs, debug complex issues, and propose solutions effectively.
  • Excellent Communication Skills: Ability to explain technical issues clearly to both technical and non-technical users.

    Preferred QualificationsCertifications: CCNA, CCNP or Linux-related certifications are a plus.
  • Cloud & Virtualization Knowledge: Experience with AWS, Azure, Hyper-V, or VMware.
  • Security Awareness: Understanding of SSL/TLS, encryption, authentication methods, and VPN security best practices.
  • Technical Writing: Experience creating detailed troubleshooting guides and knowledge base articles.

Preferred Qualifications

  • Certifications: CCNA, CCNP or Linux-related certifications are a plus.
  • Cloud & Virtualization Knowledge: Experience with AWS, Azure, Hyper-V, or VMware.
  • Security Awareness: Understanding of SSL/TLS, encryption, authentication methods, and VPN security best practices.
  • Technical Writing: Experience creating detailed troubleshooting guides and knowledge base articles.

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