Technical Support Engineer – Business to Business

VIPRE Security Group

Technical Support Engineer at VIPRE providing technical support for cybersecurity solutions via phone, tickets, and live chat. Engaging with customers and solving technical issues related to security products.

Posted 6/10/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

LinuxMacOS

About the role

Key responsibilities & impact

Provide technical support via phones, tickets, and live chat
Engage customers via multiple interfaces
Practice empathy and positive words choices when communicating with customers
Resolve first level issues by: Determining the nature of the issue by identifying what the customer is trying to accomplish
Gathering information from the customer including steps that customer took
Attempting to reproduce reported issues
Analyzing the symptoms and where possible identifying the underlying problem
Offering relevant troubleshooting steps and/or solutions
Directing customers to appropriate help articles
Communicate and follow-up with customers
Escalate unresolved issues to second level support with appropriate detail
Monitor for and proactively identify potential or emerging issues
Participate as an integral member of the shift-based team problems and make recommendations regarding solutions
Keep up to date with all communication that impacts the organization

Requirements

What you’ll need

Proficiency in English interpersonal/communication skills, both written and verbal
Demonstrate empathy, patience and understanding in stressful situations
Enjoy solving problems for customers
Cultivate respectful relationships with colleagues
Maintain consistency in attendance, time management, attention to detail, and commitment
Be unconditionally reliable and available to work scheduled shifts
Work well independently and as part of a team
Adapt to change
Resolve conflict effectively
Accept constructive criticism for enhancement of knowledge and skills
Learn new skills in a timely manner without sacrificing existing responsibilities
Expand deductive reasoning and problem-solving skills
Prioritize tasks accurately and make decisions within established guidelines and policies
3+ years recent work experience technical troubleshooting and problem-solving
Primary use of spoken and written English in a work environment focused on customer interactions
Customer service experience in a technical support position
Intermediate to advanced experience with Windows, MacOS or Linux operating systems/software
Knowledge and/or use of commonly used Internet Protocols
Internet ready device knowledge and associated applications
Experience with the following is strongly preferred: VPN, Office 365 / Google Workspace, Virtual Machines, Zendesk, Confluence and Jira

Benefits

Comp & perks

Competitive salary
Health and wellness-focused benefits
Paid time off
Employee Resource Groups
Company-sponsored events
Professional growth through educational support and mentorship programs
Recognition awards

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical troubleshootingproblem-solvingWindowsMacOSLinuxInternet ProtocolsVPNOffice 365Google WorkspaceVirtual Machines

Soft Skills

interpersonal skillscommunication skillsempathypatienceattention to detailtime managementteamworkadaptabilityconflict resolutiondeductive reasoning