We are looking for an L1+L2 Software Support Engineer to join our dynamic team! You will play a crucial role in ensuring the smooth operation of applications and providing technical support to end users.

Roles & Responsibilities

• Provide technical support for data security products via email, phone, and on-site visits.
• Diagnose and troubleshoot configuration and functional issues both remotely and on-site.
• Collaborate with internal stakeholders to resolve user-reported issues within defined SLAs.
• Work with team members to identify root causes and recommend preventive measures or workarounds.
• Install and configure security software/products and conduct user acceptance testing.
• Perform planned software upgrades and system migrations.
• Proactively monitor systems to identify and resolve issues before they impact end users.
• Continuously review and enhance support processes as part of ongoing improvement initiatives.
• Maintain up-to-date support documentation in the Knowledge Base to assist users and streamline support operations.
• Available to work flexible hours as needed.
• Able to work in shifts (shift allowance provided).

Requirements:

• Minimum Diploma/Advanced/Higher/Graduate Diploma in Computer Science, Information Technology, or related field.
• At least 1 year of technical support or customer service experience in IT/software products.
• Solid knowledge of IT infrastructure, including software and web applications (.NET), operating systems, databases, networking, and virtualization.
• Strong analytical and troubleshooting skills for resolving complex technical issues.
• Excellent communication and interpersonal skills, with the ability to engage technical and non-technical stakeholders effectively.
• Proactive, self-motivated, and capable of managing multiple customer accounts and projects simultaneously.
• Experience supporting government agencies is preferred.
• Familiarity with cryptography is an advantage.
• IT certifications (e.g., ITIL, CompTIA A+, Microsoft Certified: Azure Fundamentals) are a plus.
• Knowledge of security frameworks and standards (e.g., ISO 27001, NIST); familiarity with IM8 is an added advantage.
• Entry-level candidates are welcome to apply.