Senior Technical Support Engineer

Stellar Cyber is a fast-growing Cybersecurity company focused on delivering holistic cyberattack protection to organizations while significantly reducing total costs of ownership with its innovative Open XDR (eXtended Detection and Response) platform based on advanced ML and security technologies. Stellar Cyber has been recognized by Gartner as one of the leading XDR players.

To accelerate our growth, we are seeking a talented Sr. Technical Support Engineer in Malaysia with startup passion, a can-do attitude, and a desire to make an impact, while building a future for themselves and Stellar Cyber. If you are excited to be part of a very fast-growing team with lots of opportunities, Stellar Cyber is a great place to grow your career.

We are seeking a highly skilled and motivated Sr. Technical Support Engineer with advanced technical proficiency to join our dynamic cybersecurity support team. As a Technical Support Engineer, you will be a critical link between our clients and our technical experts, providing exceptional technical assistance and problem-solving to ensure seamless product implementation, operation, and optimization.

Responsibilities:

• Serve as a primary point of contact for clients seeking technical assistance, providing exceptional support via phone, email, chat and remote sessions.
• Diagnose troubleshoot, and resolve complex technical issues related to Stellar Cyber’s products and solutions.
• Collaborate closely with cross-functional teams, including Engineering and Product Management, to escalate and expedite resolution of critical issues.
• Conduct in-depth analysis of client systems, logs, and network data identify root causes and recommend effective solutions.
• Create and maintain detailed technical documentation, knowledge base articles, and best practices to assist clients and internal teams.
• Lead and participate in remote troubleshooting sessions and on-site visits to address escalated technical challenges and provide advanced technical training.
• Continuously stay up to date with the latest cybersecurity trends, threat landscapes, and industry best practices to provide proactive guidance to clients.
• Participate in the development and testing of new product features, providing valuable feedback to enhance product functionality and usability.
• Collaborate with clients to identify opportunities for product enhancements and improvements, conveying client feedback to Product Management.
• Maintain a strong customer-focused mindset, always ensuring a positive and productive support experience for clients.

• Bachelor’s degree in computer science or related field
• Proven experience in technical support roles within the cybersecurity or IT industry, with a focus on advanced technical troubleshooting and issue resolution.
• Expertise in configuring, operating, and troubleshooting a wide range of cybersecurity solutions, including firewalls, intrusion detection/prevention systems, SIEM, anti-malware tools, and encryption technologies.
• Proficiency in analyzing network traffic, logs, and system events to identify and mitigate security threats and vulnerabilities.
• Strong knowledge of operating systems (Windows, Linux), networking protocols, and cloud environments (AWS, Azure).
• Excellent problem-solving skills and a structured approach to issue resolution with the ability to effectively communicate complex technical concepts to non-technical audiences.
• Exceptional customer service and communication skills, with the ability to empathize with clients and provide clear, concise, and accurate technical guidance.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.