We are looking for candidate who loves challenges and working in a fast-paced environment utilizing their technical expertise confidently and a passion for troubleshooting and analysis. You will be part of the technical support team that provides the technical support to our customers. You should be a resourceful team player who is self-motivated, responsible and able to work well under pressure.
Your job scope involves providing end customers and partners with in-depth technical assistance in the use of ANTlabs products and solutions, cooperating with the sales and professional services teams to ensure ongoing customer success and satisfaction, and participating in the creation and maintenance of support documentations.
Responsibilities
- Project Support
- Understanding of scope environment of existing project support & manage customers
- Troubleshoot and recover customer services within SLA (onsite/remote)
- Require traveling to customer sites when needed
- Provide necessary technical training for new staff, L1 or customer (when needed)
- Take over upcoming new projects from Solution Team, understand technical solutions and provide support
- Product Support
- Perform technical escalation point for Service Desk (L1)
- Able to perform troubleshooting and identify the abnormality (Cloud platform and gateway products)
- Troubleshoot and recover customer services within SLA
- Analyse customer report issues, timely escalate issues to Technology Team and work for solution(s)
- Prepare and accurately execute (remote/onsite) MOP (Method of Procedure) and verify services
- Timely share available new updates for relevant solutions to customers and schedule patch update
- Maintain solution projects detailed database and update accordingly
- Maintain OPS, NMS and perform basic operations
Must Have Skills
- Strong working knowledge and understanding of core network protocols: TCP/IP, DNS, HTTP, DHCP, RADIUS, SMTP, SNMP
- Hands-on experience with databases, particularly MySQL and MariaDB
- Proven expertise in clustering and high-availability solutions such as Pacemaker, Heartbeat, and DRBD
- Proficiency in managing and configuring web servers, including Apache and Nginx
- Excellent troubleshooting skills with the ability to analyze and isolate complex technical issues
- Experience supporting technical operations and external customer projects while ensuring SLA compliance
- Competence in maintaining server-grade hardware environments
- Solid understanding of basic networking, wireless technologies, and authentication protocols such as EAP-SIM, EAP-PEAP, and 802.1x
- Familiarity with ELK and Speedtest applications for monitoring and diagnostics
Good to Have Skills
- Experience deploying and managing cloud-based solutions, preferably on AWS
- Knowledge of virtualization and containerization platforms including KVM, VMware, Kubernetes, and Docker
- Automation skills, particularly with Ansible
- Proficiency in Bash scripting and working knowledge of PHP and Perl scripting languages
- Basic familiarity with Wireshark for network traffic analysis
Soft Skills & Attributes
- Excellent communication and incident management skills
- Ability to explain technical issues to both technical and non-technical stakeholders
- Strong customer focus with a sense of urgency and accountability
- Able to work under pressure and handle multiple priorities
- Quick learner with a strong sense of ownership for problem-solving
To join our team, you should:
- Have at least 3 years experience working with Linux OS (Centos)
- Be comfortable in handling critical customers solution projects
Working Conditions
- Shift: Rotational 24/7 shifts, including weekends and public holidays, in alignment with a global support model.
- On-Call Support: Must be available for on-call duties during emergencies or scheduled maintenance windows.
- Travel: Occasional travel to customer sites in Singapore may be required for on-site support.
- Learning & Innovation:
- ANTlabs product training will be provided.
- Willingness to continuously learn and adapt to new technologies.
