Technical Support Engineer

A leading provider of cloud-native network security solutions is seeking a fully remote Technical Support Engineer based in the Philippines to join its customer success team. In this role, you'll resolve complex technical issues for enterprise clients while collaborating with a supportive, knowledgeable team. The company offers ongoing training and excellent career development opportunities in a collaborative and customer-focused environment.

What You'll Do

As a Technical Support Engineer, you will lead the technical delivery of new customer deployments, managing 8–12 onboarding projects while handling around four customer meetings daily. You’ll configure tenants, directories, policies, certificates, and network devices, while leading device onboarding and troubleshooting issues. Working closely with Technical Account Managers, you’ll track progress, maintain accurate records in Planhat, resolve gaps, and share knowledge with the team. Strong organisation, communication, and attention to detail will be key to delivering successful customer outcomes.

• Execute end-to-end deployments including tenant setup, cloud RADIUS configuration, directory integration with platforms such as Entra ID, Okta, and on-premises Active Directory via LDAP Broker.
• Build groups and policies tailored to client requirements while configuring certificates and SCEP for secure authentication processes.
• Configure network devices across major vendors including Cisco, Meraki, Aruba, Palo Alto, and UniFi to ensure seamless connectivity and compliance.
• Lead device onboarding using various methods such as agent-based approaches, MDM/SCEP integrations, self-service portals, and MAC-based authentication for headless devices.
• Guide monitoring-mode burn-in phases and enforcement cutovers, managing phased migrations from incumbent NAC platforms like ISE or ClearPass.
• Validate go-live milestones against pre-defined success criteria from the sales process and deliver comprehensive as-built documentation at project transition.
• Maintain up-to-date project status in Planhat and keep customer onboarding records current for each account under your care.
• Identify stalled accounts early by flagging scope gaps or undocumented commitments to ensure timely resolution and customer satisfaction.

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• Contribute deployment knowledge back to the internal knowledge base to support communal learning and future project success.
  
  

What You Bring

Your experience as a Technical Support Engineer, combined with strong networking, security, and Network Access Control expertise, makes you well suited to this role. You are skilled in integrating cloud and on-premises directories, troubleshooting complex network environments, and guiding customers through technical challenges. Your strong communication, organisation, and collaboration skills enable you to manage multiple projects, support colleagues, and deliver effective solutions tailored to client needs.

• Demonstrated understanding of deep networking fundamentals including 802.1X protocols, RADIUS authentication mechanisms, EAP-TLS encryption methods, certificates management (PKI), VLANs configuration, switching technologies, and wireless networking principles.
• Hands-on experience deploying or supporting Network Access Control solutions such as Portnox, ISE, ClearPass or similar platforms within enterprise environments.
• Proficiency in directory services and identity management systems including Entra ID (formerly Azure AD), Active Directory integration techniques, as well as familiarity with MDM platforms like Intune or Jamf.
• Exceptional customer-facing communication skills enabling you to lead technical calls confidently while maintaining a pleasant rapport with clients throughout project lifecycles.
• Ability to self-manage across multiple concurrent projects by keeping visible documented status updates that foster trust among stakeholders.
• Strong collaborative mindset with a commitment to sharing knowledge within teams and contributing positively to communal learning initiatives.

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• Experience in troubleshooting complex network configurations across diverse vendor ecosystems such as Cisco, Meraki, Aruba Networks, Palo Alto Networks, or UniFi devices.
• Comfortable adapting onboarding methods based on client requirements including agent-based setups, MDM/SCEP integrations, self-service portals usage or MAC-based authentication for specialised devices.
• Keen attention to detail when validating go-live criteria against sales agreements and preparing thorough documentation for seamless transitions.
  
  

What Sets This Company Apart

This organisation stands out for its inclusive and supportive culture. Flexible working options help employees balance work and life, while strong training programmes support professional growth. Supportive leadership encourages open communication, collaboration, and knowledge-sharing. With a strong commitment to diversity and inclusion, the company ensures every team member feels valued, heard, and empowered to succeed.

What's Next

If you are ready to take the next step in your career as a Technical Support Engineer within a collaborative remote team environment focused on delivering exceptional customer experiences—apply now!



Due to the high volume of applications we are experiencing, our team will only be in touch with you if your application is shortlisted.