Technical Support Engineer (Tier2)

About the Company

Established in 2004, ALLSTARSIT was founded with a clear vision: to enhance the landscape of global IT employment by bridging the gap between companies and skilled professionals. The core belief was that assembling a team shouldn't be hindered by geographical constraints. Fast forward to the present day, ALLSTARSIT stands as an international outstaffing service provider committed to change the way businesses recruit, compensate, and oversee top talent worldwide.

About the Project

Our client is a leading provider of cybersecurity solutions that enable organizations to assess

their security posture and proactively address potential vulnerabilities. We specialize in

simulating real-world attacks to evaluate how effectively your defenses can detect and respond

to threats. As part of our mission to empower businesses worldwide, we provide top-notch

security solutions and expert technical support to help our clients stay secure in an ever-

evolving cyber landscape.

Job Overview:

We are seeking a highly skilled and motivated Technical Support Engineer to join our growing

team. This individual will play a key role in supporting our customers by providing technical

assistance, troubleshooting, and resolving issues related to our security platform. As part of our

Technical Support team, you will act as a crucial bridge between the product development team

and our customer, ensuring the seamless delivery and support of our cybersecurity solutions.

Key Responsibilities:

• Serve as the first point of contact for customer inquiries, troubleshooting, and technical

support related to our security platform.

• Provide expert guidance on product functionality, implementation, configuration, and

best practices.

• Work closely with internal teams to resolve customer issues and escalate technical

challenges as needed.

• Troubleshoot and resolve technical issues (including software bugs, system

configurations, and performance issues) promptly.

• Create and maintain technical documentation, knowledge base articles, and

troubleshooting guides to assist both customers and internal teams.

• Collaborate with customers to understand their unique requirements and provide

tailored solutions.

• Maintain customer satisfaction by providing clear, concise, and effective

communication throughout the troubleshooting process.

• Track and manage support tickets in the customer support system, ensuring all issues

are addressed and resolved within SLA.

• Continuously learn about new product features, updates, and security trends to stay

current and provide proactive support.

Skills & Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Cybersecurity, or

related field (MUST have Cybersecurity background).

• 5+ years of experience in technical support or IT support, preferably within a

cybersecurity or SaaS environment.

• Strong knowledge of networking, operating systems (Linux/Windows), and cloud

platforms.

• Proficiency in troubleshooting and resolving technical issues, including debugging and

system performance analysis.

• Solid understanding of security concepts, protocols, and best practices (e.g., firewalls,

encryption, authentication, threat detection).

• Familiarity with monitoring and diagnostic tools to troubleshoot customer

environments.

• Excellent communication skills, with the ability to explain complex technical concepts

to both technical and non-technical users.

• Ability to manage multiple priorities and work effectively in a fast-paced, dynamic

environment.

• Strong problem-solving skills and attention to detail.

• Experience with customer support software or ticketing systems (e.g., Zendesk, Jira) is a

plus.

• Any certification in cybersecurity is a plus.