CSP Global Technologies Hiring! Full Time Service Assurance (Engineer) in Federal Territory - Ricebowl

Job Title: Service Assurance Engineer

Location: Mont Kiara Kuala Lumpur

Working Hours: Monday - Friday, 9:00 AM - 6:00 PM

Reporting To: Head of Service Assurance

Employment Type: Full-Time

Job Purpose

The Service Assurance Engineer is responsible for ensuring the reliability, availability and effective operation of cybersecurity solutions deployed in customer environments.

The role provides Level 2 (L2) technical support, performs preventive maintenance and health checks, troubleshoots technical issues, coordinates escalations with technology principals and ensures service activities are properly documented and delivered according to agreed service requirements.

The engineer is expected to develop strong technical ownership of assigned products and progressively become capable of independently supporting, troubleshooting, maintaining and advising customers on the solutions under their responsibility.

Key Responsibilities

• Provide Level 2 (L2) technical support for assigned cybersecurity solutions.
• Troubleshoot technical issues through log analysis, configuration review and system diagnostics.
• Maintain clear and timely communication with customers on case status, findings, actions and next steps.
• Ensure support cases are properly updated and documented in the designated support/ticketing system.
• Perform scheduled preventive maintenance (PM), health checks, patching and upgrades.
• Identify technical risks, system issues, outdated versions and configuration gaps and provide recommendations.
• Support deployment, migration, configuration changes, policy updates, system integration and testing activities.
• Participate in Root Cause Analysis (RCA) where required.
• Prepare technical reports, PM reports, troubleshooting guides, SOPs and Knowledge Base (KB) articles.
• Develop strong competency and ownership of assigned cybersecurity products.
• Develop the capability to independently demonstrate, explain, deploy, maintain and troubleshoot assigned products.
• Participate in customer meetings, technical discussions and service review activities when required.

Requirements

• Diploma or Bachelor's Degree in IT, Computer Science, Cybersecurity, Networking or a related field.
• 1 to 3 years of experience in technical support, system engineering, networking or cybersecurity is preferred. Fresh graduates with strong technical fundamentals may also be considered.
• Knowledge or interest in AI Security, Data Security, Application Security and Vulnerability Management technologies is an advantage.
• Experience with Endpoint Security, DLP, SWG, PAM, NAC, SIEM or other cybersecurity solutions is an advantage.
• Strong troubleshooting, analytical, documentation and communication skills.
• Good sense of ownership with the ability to work independently and as part of a team.
• Willing to learn new technologies and pursue relevant technical certifications.
• Willing to travel to customer sites and support scheduled maintenance outside normal working hours when required.
• Strong commitment to continuous technical competency development.