Technical Support Engineer – APAC

About the role

We are seeking a motivated Technical Support Engineer to provide Level 1 and Level 2 support for our security solutions deployed across APAC customer sites. You will act as the primary technical contact, diagnosing and resolving incidents while ensuring services are restored within agreed SLAs.

Key responsibilities

• Provide Level 1 and Level 2 technical support in line with ITIL‑based Service Level Agreements.
• Diagnose, investigate and resolve software, infrastructure, server and database issues.
• Manage incidents, service requests, problems and assets, keeping support tickets up to date.
• Perform root‑cause analysis, trend monitoring and proactive issue identification.
• Collaborate with customers, local partners, field engineers, development and deployment teams to resolve technical problems.
• Prepare clear documentation of incident causes, resolutions and corrective actions.
• Contribute to knowledge management by creating technical documentation, troubleshooting guides and training materials.

Required profile

• At least 3 years of experience in Level 1 and Level 2 technical support.
• Engineering degree or equivalent technical qualification.
• ITIL Foundation certification or solid knowledge of ITIL principles.
• Strong analytical and problem‑solving abilities with a sense of ownership.
• Effective communication skills in English; Chinese language skills are a plus.
• Legally eligible to work in Hong Kong and willing to travel internationally as needed.

Required skills

• Level 1 technical support
• Level 2 technical support
• ITIL framework
• Software troubleshooting
• Infrastructure troubleshooting
• Server troubleshooting
• Database troubleshooting

What we offer

• Opportunity to work with cutting‑edge security technologies.
• Collaborative international working environment.
• Competitive compensation and benefits.
• Professional growth and career development opportunities.
• International travel exposure to global markets.