📍 Job Overview

Job Title: Technical Support Engineer - APJ
Company: Silverfort
Location: Singapore
Job Type: Full-time
Category: Technical Support Engineer
Date Posted: 2025-06-23
Experience Level: 2-5 years
Remote Status: Yes

🚀 Role Summary

Silverfort is a cybersecurity startup specializing in a revolutionary identity protection platform, enabling strong authentication across entire corporate networks and cloud environments.
The Technical Support Engineer - APJ role involves working closely with customers to resolve technical issues, ensuring successful product usage, and collaborating with various teams to improve overall customer satisfaction.
This role requires excellent networking knowledge, problem-solving skills, and the ability to work in a fast-paced environment.

📝 Enhancement Note: This role focuses on providing technical support for Silverfort's identity protection platform, which is a specialized niche within the broader cybersecurity industry. Candidates should be prepared to work with cutting-edge technology and adapt to a dynamic environment.

💻 Primary Responsibilities

Technical Troubleshooting: Analyze and troubleshoot incoming technical issues from customers via email and Zoom sessions, ensuring timely resolution.
Product Implementation: Provide technical know-how and best practices to ensure proper implementation of Silverfort's product, owning issues from start to resolution.
Cross-Team Collaboration: Work closely with R&D, Field & Sales Engineers, Customer Success, and other teams to ensure smooth onboarding, deployment, and ongoing relationships with customers worldwide.
Knowledge Base Development: Create and improve internal knowledge base articles to streamline support processes.
Procedure Improvement: Work directly with management to create and improve current support procedures, driving continuous improvement.

📝 Enhancement Note: This role requires a strong technical background and the ability to understand and resolve complex issues independently. Candidates should be prepared to work with diverse teams and adapt to varying customer needs.

🎓 Skills & Qualifications

Education: A relevant bachelor's degree in Computer Science, Information Technology, or a related field is preferred.

Experience: Candidates should have a minimum of 2 years of experience in global technical support, with a strong focus on networking.

Required Skills:

Excellent knowledge of networking (a must)
Background in Cyber Security or Identity/Authentication (preferred)
Proven ability to independently comprehend and resolve technical issues
Experience working with Linux and Windows environments
Experience working with Active Directory (a big advantage)
Experience working with ticketing and support systems
Excellent communication and problem-solving skills
Excellent English – both written and spoken (must)

Preferred Skills:

Experience working with identity and authentication technologies
Familiarity with cybersecurity best practices
Knowledge of cloud environments (AWS, Azure, Google Cloud)
Experience with remote support tools (e.g., Zoom, TeamViewer)

📝 Enhancement Note: While not explicitly stated, having experience with identity and authentication technologies would be highly beneficial for this role, as it aligns directly with Silverfort's product offerings.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:
- Demonstrate experience in global technical support with examples of complex issues resolved and customer feedback.
- Showcase networking knowledge with case studies or projects that highlight your ability to troubleshoot and optimize network performance.
- Highlight any experience with identity and authentication technologies, including successful implementations or troubleshooting scenarios.
Technical Documentation:
- Provide examples of knowledge base articles or support guides you've created to streamline technical support processes.
- Include any relevant certifications or training courses that demonstrate your expertise in networking and cybersecurity.

📝 Enhancement Note: While a portfolio is not explicitly mentioned, providing relevant examples of technical support scenarios, networking case studies, and technical documentation can help strengthen your application.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Singapore is approximately SGD 6,000 - 8,000 per month, based on experience and market standards for technical support roles in the cybersecurity industry.

Benefits:

Competitive salary and benefits package
Opportunity to work with cutting-edge technology in a dynamic startup environment
Global exposure, working with customers worldwide
Flexible working hours and the ability to work remotely

Working Hours: The role requires a flexible working schedule, with the ability to work varied hours and days when necessary to support customers across different time zones.

📝 Enhancement Note: While the salary range is not provided, research indicates that the average salary for a Technical Support Engineer in Singapore is around SGD 6,000 - 8,000 per month, depending on experience and market conditions.

🎯 Team & Company Context

🏢 Company Culture

Industry: Silverfort operates in the cybersecurity industry, focusing on identity protection and strong authentication for hybrid and multi-cloud environments.

Company Size: As a startup, Silverfort has a relatively small team, allowing for close collaboration and rapid decision-making.

Founded: Silverfort was founded in 2018, with a mission to provide industry-leading unified identity protection solutions for hybrid and multi-cloud environments.

Team Structure:

Silverfort's team includes exceptional researchers, engineers, and technology experts who successfully tackle complex challenges in cybersecurity.
The technical support team works closely with R&D, Customer Success, Sales, and other teams to ensure smooth customer relationships and product improvement.

Development Methodology:

Silverfort uses Agile methodologies for product development and improvement, with a focus on continuous integration and delivery.
The company encourages a culture of innovation and collaboration, with regular brainstorming sessions and hackathons to drive technical advancement.

Company Website: Silverfort

📝 Enhancement Note: Silverfort's startup environment offers candidates the opportunity to work closely with a diverse team, driving innovation and rapid product development in the cybersecurity industry.

📈 Career & Growth Analysis

Technical Support Career Level: This role is an intermediate-level technical support position, focusing on resolving complex customer issues and driving continuous improvement in support processes.

Reporting Structure: The Technical Support Engineer - APJ reports directly to the Head of Customer Success and works closely with various teams, including R&D, Sales, and Customer Success.

Technical Impact: The Technical Support Engineer - APJ plays a crucial role in ensuring customer satisfaction and driving product improvement by providing valuable feedback and insights to the R&D team.

Growth Opportunities:

Technical Growth: As a Technical Support Engineer, you can expect to gain hands-on experience with cutting-edge identity protection technology and expand your knowledge of networking and cybersecurity best practices.
Leadership Growth: With experience and strong performance, there may be opportunities to take on more senior roles within the technical support team or move into other areas of the business, such as Customer Success or Sales.
Product Development: By working closely with the R&D team, you can influence the direction of Silverfort's product development and contribute to the creation of innovative identity protection solutions.

📝 Enhancement Note: This role offers candidates the opportunity to work with cutting-edge technology and drive continuous improvement in a dynamic startup environment, with potential growth opportunities in technical, leadership, and product development areas.

🌐 Work Environment

Office Type: Silverfort operates a hybrid work environment, with a focus on collaboration and innovation. The company encourages employees to work from its Singapore office when possible, but also offers flexible remote work arrangements.

Office Location(s): Silverfort's headquarters is located in Singapore, with additional offices in the United States and Israel.

Workspace Context:

Collaborative Environment: Silverfort's office space is designed to foster collaboration and creativity, with open-plan workspaces and dedicated areas for team meetings and brainstorming sessions.
Technical Infrastructure: The office is equipped with state-of-the-art technology, including high-speed internet, multiple monitors, and testing devices to support the development and testing of Silverfort's products.
Cross-Functional Collaboration: Silverfort encourages cross-functional collaboration between teams, with regular meetings and workshops to ensure that everyone is aligned with the company's goals and objectives.

Work Schedule: The role requires a flexible working schedule, with the ability to work varied hours and days when necessary to support customers across different time zones. Silverfort offers a competitive benefits package, including flexible working arrangements and the opportunity to work remotely.

📝 Enhancement Note: Silverfort's hybrid work environment offers candidates the opportunity to collaborate with a diverse team in a modern, well-equipped office space, with flexible working arrangements to support a healthy work-life balance.

📄 Application & Technical Interview Process

Interview Process:

Initial Screening: A brief phone or video call to discuss your experience, skills, and motivation for the role.
Technical Assessment: A hands-on technical assessment, focusing on your networking knowledge and problem-solving skills. This may involve live troubleshooting scenarios or case studies.
Behavioral Interview: A conversation-focused interview to assess your communication skills, adaptability, and cultural fit within Silverfort's team.
Final Decision: A final discussion with the hiring manager and other stakeholders to make a hiring decision.

Portfolio Review Tips:

Highlight any relevant technical support experience, with a focus on complex issues resolved and customer feedback.
Include examples of networking case studies or projects that demonstrate your ability to troubleshoot and optimize network performance.
Showcase any experience with identity and authentication technologies, including successful implementations or troubleshooting scenarios.

Technical Challenge Preparation:

Brush up on your networking knowledge, focusing on protocols, troubleshooting techniques, and best practices.
Familiarize yourself with Silverfort's products and identity protection solutions, as well as the company's mission and values.
Prepare for behavioral interview questions, focusing on your problem-solving skills, adaptability, and ability to work in a fast-paced environment.

ATS Keywords: (Organized by category)

Networking: TCP/IP, DNS, DHCP, VLAN, VPN, Firewall, Routing, Switching, Network Troubleshooting, Network Optimization
Cybersecurity: Identity Management, Authentication, Authorization, Access Control, Intrusion Detection, Intrusion Prevention, Security Information and Event Management (SIEM)
Technical Support: Ticketing Systems, Remote Support, Customer Support, Customer Service, Technical Documentation, Knowledge Base
Soft Skills: Communication, Problem-Solving, Adaptability, Teamwork, Collaboration, Customer Focus, Time Management

📝 Enhancement Note: Silverfort's interview process focuses on assessing your technical skills, problem-solving abilities, and cultural fit within the company's dynamic startup environment. By preparing for each stage of the interview process and tailoring your application to Silverfort's products and mission, you can increase your chances of success.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies: (Not applicable, as this role focuses on technical support rather than web development)

Backend & Server Technologies:

Silverfort's identity protection platform is built on a robust, scalable backend architecture, utilizing technologies such as:
- Java (Spring Framework)
- Python (Flask, Django)
- Node.js (Express.js)
- MySQL (with Hibernate ORM)
- Redis (for caching and messaging)
- Elasticsearch (for log analysis and search)

Development & DevOps Tools:

Silverfort uses a range of development and DevOps tools to ensure efficient and reliable product development, including:
- Git (for version control and collaborative development)
- Jira (for project management and issue tracking)
- Jenkins (for continuous integration and deployment)
- Docker (for containerization and deployment)
- Kubernetes (for orchestration and scaling)
- AWS (for cloud infrastructure and services)

📝 Enhancement Note: While this role focuses on technical support rather than web development, having familiarity with the backend technologies and development tools used by Silverfort can be beneficial in understanding the company's products and infrastructure.

👥 Team Culture & Values

Web Development Values: (Not applicable, as this role focuses on technical support rather than web development)

Collaboration Style:

Cross-Functional Integration: Silverfort encourages collaboration between teams, with regular meetings and workshops to ensure that everyone is aligned with the company's goals and objectives.
Code Review Culture: While not explicitly mentioned, Silverfort's use of Git and Jira suggests a code review culture, with a focus on collaborative development and quality assurance.
Knowledge Sharing: Silverfort fosters a culture of knowledge sharing, with regular training sessions, hackathons, and opportunities to learn from experienced team members.

📝 Enhancement Note: Silverfort's collaborative work environment offers candidates the opportunity to work closely with a diverse team, driving innovation and continuous improvement in a dynamic startup environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Networking Complexities: This role involves working with complex networking environments, requiring a strong understanding of protocols, troubleshooting techniques, and best practices.
Customer Expectations: Silverfort's customers expect high-quality, reliable support, with a focus on rapid issue resolution and minimal downtime.
Product Evolution: As a startup, Silverfort's products are constantly evolving, requiring technical support engineers to stay up-to-date with the latest features and functionality.

Learning & Development Opportunities:

Technical Skill Development: Working with Silverfort's identity protection platform offers candidates the opportunity to gain hands-on experience with cutting-edge technology and expand their knowledge of networking and cybersecurity best practices.
Career Progression: With strong performance and experience, candidates may have the opportunity to take on more senior roles within the technical support team or move into other areas of the business, such as Customer Success or Sales.
Product Development: By working closely with the R&D team, candidates can influence the direction of Silverfort's product development and contribute to the creation of innovative identity protection solutions.

💡 Interview Preparation

Technical Questions:

Networking Fundamentals: Be prepared to discuss your understanding of networking fundamentals, including protocols, troubleshooting techniques, and best practices.
Silverfort Products: Familiarize yourself with Silverfort's identity protection platform, its features, and how it fits into the broader cybersecurity landscape.
Problem-Solving Scenarios: Prepare for problem-solving scenarios, focusing on your ability to analyze complex issues, identify root causes, and develop effective solutions.

Company & Culture Questions:

Company Mission: Be prepared to discuss Silverfort's mission and how it aligns with your personal values and career goals.
Team Dynamics: Familiarize yourself with Silverfort's team structure and dynamics, and be prepared to discuss how you would fit into the organization.
Customer Focus: Prepare to discuss your approach to customer support, focusing on your ability to understand customer needs, prioritize issues, and drive customer satisfaction.

Portfolio Presentation Strategy:

Technical Support Examples: Highlight your experience in technical support, with a focus on complex issues resolved and customer feedback.
Networking Case Studies: Include examples of networking case studies or projects that demonstrate your ability to troubleshoot and optimize network performance.
Identity & Authentication Experience: Showcase any experience with identity and authentication technologies, including successful implementations or troubleshooting scenarios.

📌 Application Steps

To apply for this Technical Support Engineer - APJ position:

Submit your application through the application link provided on the job listing.
Portfolio Customization: Tailor your portfolio to highlight your technical support experience, with a focus on complex issues resolved and customer feedback. Include examples of networking case studies or projects that demonstrate your ability to troubleshoot and optimize network performance. Showcase any experience with identity and authentication technologies, including successful implementations or troubleshooting scenarios.
Resume Optimization: Optimize your resume for technical support roles, with a focus on your networking knowledge, problem-solving skills, and customer service experience. Highlight any relevant certifications or training courses that demonstrate your expertise in networking and cybersecurity.
Technical Interview Preparation: Brush up on your networking knowledge, focusing on protocols, troubleshooting techniques, and best practices. Familiarize yourself with Silverfort's products and identity protection solutions, as well as the company's mission and values. Prepare for behavioral interview questions, focusing on your problem-solving skills, adaptability, and ability to work in a fast-paced environment.
Company Research: Conduct thorough research on Silverfort, its products, and its mission. Understand the company's position in the cybersecurity industry and how it differentiates itself from competitors. Be prepared to discuss how your skills and experience align with Silverfort's technical support needs and company culture.

📝 Enhancement Note: Silverfort's application process focuses on assessing your technical skills, problem-solving abilities, and cultural fit within the company's dynamic startup environment. By preparing for each stage of the application process and tailoring your application to Silverfort's products and mission, you can increase your chances of success.

Content Guidelines (IMPORTANT: Do not include this in the output)

Web Technology-Specific Focus:

Tailor every section specifically to technical support roles, with a focus on networking, cybersecurity, and identity protection technologies.
Include web technology industry standards and best practices relevant to technical support professionals.
Emphasize the importance of customer support, problem-solving, and communication skills in technical support roles.
Address the unique challenges and growth opportunities faced by technical support professionals in the web technology industry.

Quality Standards:

Ensure no content overlap between sections - each section must contain unique information.
Only include Enhancement Notes when making significant inferences about technical support processes, customer expectations, or team structure.
Be comprehensive but concise, prioritizing actionable information over descriptive text.
Strategically distribute web technology and technical support-related keywords throughout all sections naturally.
Provide realistic salary ranges based on location, experience level, and technical support industry standards.

Industry Expertise:

Include specific technical support technologies, tools, and methodologies relevant to the role.
Address technical support career progression paths and leadership opportunities in web technology teams.
Provide tactical advice for technical support portfolio development, live demonstrations, and project case studies.
Include technical support interview preparation and coding challenge guidance tailored to web technology roles.
Emphasize the importance of customer support, problem-solving, and communication skills in technical support roles.

Professional Standards:

Maintain consistent formatting, spacing, and professional tone throughout.
Use technical support and web technology industry terminology appropriately and accurately.
Include comprehensive benefits and growth opportunities relevant to technical support professionals.
Provide actionable insights that give technical support candidates a competitive advantage.
Focus on technical support team culture, cross-functional collaboration, and customer impact measurement.

Technical Focus & Portfolio Emphasis:

Emphasize networking knowledge, problem-solving techniques, and customer support best practices in technical support roles.
Include specific portfolio requirements tailored to the technical support discipline and role level.
Address complex technical support scenarios, customer feedback, and knowledge base article development.
Focus on problem-solving methods, customer communication, and issue resolution strategies.
Include technical presentation skills and stakeholder communication for technical support projects.

Avoid:

Generic business jargon not relevant to technical support roles.
Placeholder text or incomplete sections.
Repetitive content across different sections.
Non-technical terminology unless relevant to the specific technical support role.
Marketing language unrelated to technical support, networking, or customer experience.

Generate comprehensive, technical support-focused content that serves as a valuable resource for technical support professionals seeking their next opportunity and preparing for technical interviews in the web technology industry.

Technical Support Engineer - APJ