Customer Service Front Line

CyberMaxx

Front-Line Support professional providing customer service for CyberMaxx, handling inbound requests and escalations. Supporting U.S.-based clients in a fast-paced environment remotely based in the Philippines.

Posted 6/5/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

DNSSplunkTCP/IP

About the role

Key responsibilities & impact

Serve as the first point of contact for customer support requests
Assist customers with portal access issues, including password resets and login troubleshooting
Escalate unresolved or complex issues to the appropriate internal team
Document all interactions and resolutions in Jira
Maintain consistent coverage across 24-hour shifts, 7 days a week
Support transition of tenants/users to Microsoft 365 Lighthouse
Perform basic EDR troubleshooting
Process and provision access requests for NextCloud, SentinelOne (S1), and Thinkst Elastic

Requirements

What you’ll need

3+ years of experience in network security or firewall engineering, preferably in an MSSP/MDR environment
Hands-on experience with enterprise firewall platforms (e.g., Palo Alto, Fortinet, Cisco, Check Point)
Strong understanding of networking fundamentals (TCP/IP, routing, DNS, segmentation)
Intermediate level expertise with static and dynamic routing protocols, such as OSPF, BGP
Intermediate level experience with end-to-end network connectivity troubleshooting
Experience with security operations workflows and incident response
Familiarity with SIEM tools (Splunk, Sentinel, QRadar, etc.)
Experience with VPNs, IDS/IPS, and network traffic analysis
Minimum of 2 years’ experience in IT support role
Experience in technical support and customer service within a BPO company
Minimum of 2 years handling U.S.-based clients/customers
Experience with Jira is required
Strong problem-solving skills and ability to work under pressure
Eagerness to learn and adapt to new technologies
Strong communication skills, both verbal and written

Benefits

Comp & perks

Health insurance
Retirement plans
Professional development
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

network securityfirewall engineeringenterprise firewall platformsTCP/IProutingDNSOSPFBGPnetwork connectivity troubleshootingincident response

Soft Skills

problem-solvingcommunicationadaptabilitycustomer serviceability to work under pressureeagerness to learn