Responsibilities:

Technical Support (Post-Sales)

• Provide Level 1 & Level 2 support via email, chat, and video calls
• Troubleshoot, diagnose, and resolve technical issues related to our platforms, applications, and integrations
• Escalate complex issues to senior engineers and ensure proper case documentation
• Assist clients with product setup, configurations, and troubleshooting
• Maintain accurate records of support cases in the ticketing system
• Create FAQs, troubleshooting guides, and internal knowledge base content

Presales Support

• Work closely with the sales team to provide technical expertise during client calls and demos.
• Deliver product demonstrations and presentations to potential customers
• Assist in preparing technical proposals, RFP/RFQ responses, and solution design documents
• Conduct proof-of-concept (POC) setups and ensure smooth handover from presales to post-sales
• Translate customer needs into technical requirements and collaborate with product/engineering teams
• Act as a trusted advisor to prospects by addressing technical questions and building confidence in our solutions

Qualifications:

• Based in the Philippines with reliable internet connectivity and ability to work remotely
• At least 2 years of experience in technical support and/or technical presales in IT, SaaS, or cybersecurityStrong troubleshooting skills across Windows, Linux, networking, and cloud-based applications
• Experience with ticketing/CRM systems (e.g., Zendesk, Freshdesk, HubSpot, JIRA)
• Excellent English communication skills (written & spoken), able to explain complex issues clearly
• Confident in client demos and presentations with a strong customer-facing presence
• Familiarity with cybersecurity tools (SIEM, SOAR, cyber ranges), MITRE ATT&CK, threat hunting, and SOC workflows is a plus
• Experience in proposal writing or bid support; technical certifications (Security+, CCNA, AWS/GCP/Azure) are a plus