Technical Support Engineer
Job Details
About the Company
With operational hubs scattered across Europe, Asia, and LATAM, and its headquarters situated in San Francisco, US, the company boasts a workforce of over 1,000 adept professionals. Spanning across more than 20 countries, ALLSTARSIT offers a diverse range of skilled employees across various verticals, including AI, cybersecurity, healthcare, fintech, telecom, media, and so on.
About the Project
We are seeking a Senior Technical Support Engineer to provide advanced technical support for AKIPS’s software. This role works closely with global customers and partners to troubleshoot complex issues, support deployments, and ensure optimal performance of AKIPS software.
The ideal candidate combines deep systems and networking expertise with strong customer-facing experience and a passion for problem-solving.
Specialization
Headquarters
Years on the market
Team size and structure
Current technology stack
Required skills:
- 5+ years of implementation and/or operations experience supporting Linux/FreeBSD servers and virtualized environments.
- Previous customer or end-user facing experience in a technical lead or senior support capacity.
- Strong understanding of networks, protocols, and internet technologies, including Routing, NAT, Advanced TCP/IP, Syslog, NTP, and NetFlow.
- Strong proficiency in SNMP monitoring frameworks, with the ability to analyze MIB structures, map OIDs, and implement custom polling or alerting solutions.
- Experience using software and network protocol analysis tools—such as Wireshark and tcpdump—for troubleshooting and debugging.
- Experience with scripting and programming languages (e.g., Bash, C, Perl).
- Experience with network monitoring platforms—such as AKIPS, SolarWinds, and Zabbix—for SNMP polling, performance analytics, and infrastructure visibility.
- Experience using Salesforce or similar ticketing/ITSM systems for case management
- Proficiency with X.509 certificates and SSL/TLS configuration, usage, and troubleshooting.
- Experience with system and protocol debugging tools is a plus (e.g., strace/truss, gdb, tcpdump).
- Understanding of authentication technologies is a plus (LDAP, TACACS+, RADIUS, SAML)
- Experience in firewall administration and configuration is a plus (Check Point, Palo Alto Networks, Cisco, Juniper, Fortinet).
Soft Skills and Competencies:
- Excellent interpersonal, verbal, and written communication skills
- Strong written and spoken English proficiency
- Strong critical thinking and troubleshooting abilities
- Ability to work independently with minimal supervision in a remote, fast-paced environment.
- Reliable, professional, and team-focused
Education: Bachelor’s degree in computer science, mathematics, or a related field — or equivalent practical experience.
Working Hours:
Philippine Standard Time:
7:00 AM - 4:00 PM (preferred)
8:00 AM - 5:00 PM (acceptable)
East Africa Time:
5:00 PM - 2:00 AM (preferred)
7:00 AM - 4:00 PM (acceptable)
Scope of work:
- Provide technical support to worldwide customers and partners across multiple communication channels (Salesforce, email, calls, and remote sessions).
- Troubleshoot issues to full resolution within AKIPS software and FreeBSD operating system environments
- Maintain an individual ticket queue, owning all customer communications and acting as a liaison between customers and internal resources
- Develop an understanding of customers’ technical environments to provide tailored support and proactive recommendations
- Create and enhance both internal and external documentation, as well as customer training materials
- Participate in mentoring and knowledge sharing with other support engineers
Technologies and Software Environment:
AKIPS software leverages a wide range of technologies including:
FreeBSD, Rust, C, Perl, Shell, Make, JavaScript, HTML, CSS, Bootstrap, Git, Clang, LLVM, gprof, pprof, dmalloc, Valgrind, backtrace, sockets, pipes, web APIs
Why ALLSTARSIT?
More open positions
