Associate / Support Engineer

Netpoleon Solutions is a well-established IT Network Security solutions provider and the Asia arm subsidiary of Macnica Inc - a Global Company with trillion-yen revenue.

Netpoleon Solutions has offices in Singapore, Malaysia, Indonesia, Philippines, Thailand, Vietnam, Myanmar, India, Australia and New Zealand, with its parent Company based in Japan.

**Responsibilities**:

- ** Technical Documentation**: Create and maintain detailed documentation of support processes, troubleshooting procedures, and frequently asked questions (FAQs). Contribute to the knowledge base to facilitate self-service support for customers and enhance support team efficiency.
- **Collaboration with Internal Teams**: Collaborate with development, quality assurance, and product management teams to escalate and resolve complex technical issues. Communicate effectively with stakeholders to provide timely updates on issue resolution progress.
- ** Product Testing and Feedback**:Assist in testing new product features, enhancements, or bug fixes to ensure their functionality and reliability. Provide feedback to the product development team regarding product improvements or potential issues identified during support interactions.
- ** Training and Onboarding**: Support new customers or users during the onboarding process by providing guidance, training, and assistance. Help them understand product features, configurations, and best practices to maximize their usage and satisfaction.
- ** Continuous Learning**:Stay updated with the Company's product offerings, industry trends, and emerging technologies. Continuously enhance technical skills and knowledge through training, certifications, and self-study.
- ** Service Level Agreement (SLA) Compliance**: Adhere to defined SLAs for response times, issue resolution, and customer satisfaction metrics. Ensure that support requests are handled within the agreed-upon timeframes and service standards.

**Job Requirements**:

- ** Communication Skills**: Excellent verbal and written communication skills are essential. You should be able to effectively communicate technical concepts to both technical and non-technical users. Active listening skills are important for gathering information and understanding customer issues.
- ** Customer Service Orientation**: A customer-centric mindset and a passion for providing exceptional customer service are crucial. You should have the ability to empathize with customers, remain patient and calm during challenging situations, and deliver clear and concise instructions or solutions.
- ** Teamwork and Collaboration**:The role of an Associate Support Engineer often involves working closely with cross-functional teams. You should be able to collaborate effectively with colleagues, escalate issues when necessary, and contribute positively to a team-oriented environment.
- ** Technical Documentation**: Strong documentation skills are important for creating clear and concise technical documentation, troubleshooting guides, and knowledge base articles. This helps in ensuring consistent and accurate support practices.
- ** Adaptability and Learning Agility**: The technology landscape evolves rapidly, so you must be adaptable and quick to learn new technologies, products, and tools. A proactive attitude towards continuous learning and staying up-to-date with industry trends is highly valued.
- ** Service Level Agreement (SLA) Compliance**: Adhere to defined SLAs for response times, issue resolution, and customer satisfaction metrics. Ensure that support requests are handled within the agreed-upon timeframes and service standards.

**Other Information**:

- Working hours: 9am to 6pm, Monday to Friday_*_
- Standby Duties after office hours on rotating basis with team members
- Salary will commensurate with qualifications and experiences
- 13th month AWS / Variable bonus
- Security Awareness
- Defensive Security
- Offensive Security
- Support Engineer is suitable for individuals with a strong technical background and professional experience, aiming to transition into a new technical role _(i.e., Network Security Engineer)_ within another department at our Singapore office in the future.
- Associate Support Engineer is suitable for individuals with a strong technical foundation but limited professional experience. Recent graduates or those seeking to transition into a technical role are encouraged to apply.
- _Support Engineers are required to be on 24x7 standby calls on a rotating basis throughout the year._