Gobal Product Support Analyst

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.