Gobal Product Support Analyst
PT ITSEC Asia Tbk
Lokasi
Jakarta
Tipe kerja
On-site
Gaji
Negotiable
Deskripsi pekerjaan
Provide L1 and L2 technical support for Orion NDR/EDR and Aman B2B product issues raised by enterprise customers or partners.
Triage incoming support tickets, classify severity, and manage tickets to resolution within defined SLAs.
Conduct initial diagnosis and troubleshooting, applying runbook-based procedures and known issue resolutions.
Escalate unresolved or complex defects to L3 engineering with clear, structured reproduction steps and diagnostic data.
Maintain and contribute to the knowledge management system: runbooks, FAQ articles, and troubleshooting guides.
Participate in post-incident reviews and contribute to Root Cause Analysis documentation as required.
Provide timely, professional communication to customers throughout the support lifecycle.
Support the coordination of maintenance windows and system health checks under direction of the Customer Operations Manager.
Tanggung jawab
Provide L1 and L2 technical support for Orion NDR/EDR and Aman B2B product issues raised by enterprise customers or partners.
Triage incoming support tickets, classify severity, and manage tickets to resolution within defined SLAs.
Conduct initial diagnosis and troubleshooting, applying runbook-based procedures and known issue resolutions.
Escalate unresolved or complex defects to L3 engineering with clear, structured reproduction steps and diagnostic data.
Maintain and contribute to the knowledge management system: runbooks, FAQ articles, and troubleshooting guides.
Participate in post-incident reviews and contribute to Root Cause Analysis documentation as required.
Provide timely, professional communication to customers throughout the support lifecycle.
Support the coordination of maintenance windows and system health checks under direction of the Customer Operations Manager.
Kualifikasi
2+ years of experience in technical support, helpdesk, or SOC roles within an IT or cybersecurity environment.
Understanding of network security concepts, SIEM, SOC processes, endpoint security, or mobile application security.
Experience with ticketing and ITSM platforms (e.g., ServiceNow, Jira Service Management, Zendesk).
Ability to communicate complex technical information clearly to both technical and non-technical audiences.
Strong attention to detail and structured problem-solving approach.
Relevant certifications (e.g., ECSA, ECIH) are advantageous.
Availability to support across time zones in a global support model.