Company Description:

Trie Group Pte. Ltd. is a Singapore-based cybersecurity consultancy founded in 2019. We provide highly tailored cybersecurity and IT security solutions, placing strong emphasis on customer success through a mentorship-style consulting model. With a focus on innovation and customer satisfaction, we strive to empower organizations with robust cybersecurity solutions to safeguard their digital assets effectively.

Job Description
We are seeking a skilled and customer-focused Security Support Engineer to provide timely and effective technical assistance to our clients, both onsite and remotely (via email, phone, or web conferencing). The role involves troubleshooting, implementing operational solutions, maintaining accurate documentation, and ensuring smooth IT infrastructure operations. You will also support cybersecurity solution deployments, participate in improvement projects, and contribute to customer satisfaction through quality service delivery. Relevant training and certifications will be provided.

Key Responsibilities

• Deliver first- and second-level support for software and network-related issues through multiple support channels.
• Diagnose, resolve, and document technical issues such as account setups, configurations, and connectivity problems.
• Escalate complex issues to internal teams (e.g., developers, system administrators) when necessary.
• Maintain an up-to-date problem and knowledge database for effective troubleshooting and future reference.
• Ensure compliance with service level agreements (SLAs) and maintain high customer satisfaction.
• Assist in the implementation and installation of cybersecurity solutions.
• Contribute to technology improvement initiatives and customer-focused projects.
• Provide user training and knowledge-sharing sessions where necessary.
• Participate in on-call rotations and after-hours support as required.

Qualifications

• Diploma in Computer Science, Information Technology, Cybersecurity, or a related discipline.
• Strong foundation in cybersecurity principles, concepts, and best practices.
• Proven experience as a Security Support Engineer (1 -2 years expereience) or in a similar role.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent communication and interpersonal abilities, with the skill to explain technical concepts to non-technical users.
• Ability to work independently as well as in a collaborative team environment.
• Familiarity with Privileged Access Management (PAM) and Vulnerability Management solutions is an advantage.
• Experience in cybersecurity implementation projects is a plus.
• Some software development background is a plus.
• Relevant certifications (e.g., CompTIA Security+, CISSP, or vendor-specific certifications) are highly desirable.