Description review
Tier 2 Technical Support Engineer (Remote – Philippines)
Talent First · Philippines · back to the listing
HR standards
59/100
needs work
Title ↔ description
86/100
strong
Reads as
Customer Support
97% confident
What this role officially is
customer service representative — ESCO, the EU occupation classification
Customer service representatives handle complaints and are responsible for maintaining overall goodwill between an organisation and its customers. They manage data regarding customer satisfaction and report it.
Also known as: customer complaints handler, customer feedback representative, customer experience manager, assistant customer service representative, graduate customer service representative, information office worker
How others title the same work
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Startups
- Customer Success Associate Aqua
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What the listing never says
- 20 bullet points. Long requirement lists deter qualified candidates, who read them as hard gates. Scope clarity
- No section describes what the person would actually do. Scope clarity
The listing, marked up
Nothing in the wording of this listing tripped a check. The scores above still judge how complete and coherent it is.
Our client provides expert technical support to global customers and is responsible for:
• Installation, configuration, and fine-tuning of Cynet products (remote and occasional on-site, if required).
• Working closely with customers to ensure full deployment, optimization, and ongoing support.
• Creating supporting documentation and knowledge base articles for customers.
• Delivering formal remote training sessions and hands-on guidance to Cynet customers.
• Providing Tier 2 support – including in-depth investigations and delivering workarounds or permanent solutions while meeting SLAs.
• Collaborating closely with the SOC and R&D teams to ensure fast and effective issue resolution.
• Understanding customer needs and contributing feedback to help shape and improve the Cynet product.
Requirements
• Thorough knowledge of Microsoft Windows operating systems and Windows Server platforms.
• Good knowledge of Linux distributions and/or macOS.
• Strong technical troubleshooting and problem-solving skills.
• Experience with networking protocols and tools (TCP/IP, Ports, Wireshark, Telnet, Netstat, etc.).
• Excellent written and verbal communication skills in English.
• Customer-oriented mindset with a passion for delivering top-notch service.
• Ability to multitask and work effectively under pressure.
• Strong team player with the ability to work independently in a remote environment.
• Willingness to work flexible hours to support global customers
Nice to Have
• Familiarity with the cybersecurity domain.
• Experience working with Active Directory (Forests, Sites, Replication, GPOs, etc.).
• Experience with SCCM, SIEM, and other asset management solutions.
• Experience with databases, ELK stack, and SQL queries.
Originally posted on Himalayas
• Installation, configuration, and fine-tuning of Cynet products (remote and occasional on-site, if required).
• Working closely with customers to ensure full deployment, optimization, and ongoing support.
• Creating supporting documentation and knowledge base articles for customers.
• Delivering formal remote training sessions and hands-on guidance to Cynet customers.
• Providing Tier 2 support – including in-depth investigations and delivering workarounds or permanent solutions while meeting SLAs.
• Collaborating closely with the SOC and R&D teams to ensure fast and effective issue resolution.
• Understanding customer needs and contributing feedback to help shape and improve the Cynet product.
Requirements
• Thorough knowledge of Microsoft Windows operating systems and Windows Server platforms.
• Good knowledge of Linux distributions and/or macOS.
• Strong technical troubleshooting and problem-solving skills.
• Experience with networking protocols and tools (TCP/IP, Ports, Wireshark, Telnet, Netstat, etc.).
• Excellent written and verbal communication skills in English.
• Customer-oriented mindset with a passion for delivering top-notch service.
• Ability to multitask and work effectively under pressure.
• Strong team player with the ability to work independently in a remote environment.
• Willingness to work flexible hours to support global customers
Nice to Have
• Familiarity with the cybersecurity domain.
• Experience working with Active Directory (Forests, Sites, Replication, GPOs, etc.).
• Experience with SCCM, SIEM, and other asset management solutions.
• Experience with databases, ELK stack, and SQL queries.
Originally posted on Himalayas