📍 Job Overview

Job Title: Technical Support Engineer - Cloud & PKI/FIDO
Company: Versasec AB
Location: Kuala Lumpur (Remote)
Job Type: Permanent, Full-time (Remote)
Category: Technical Support Engineer
Date Posted: June 12, 2025
Experience Level: Mid-Senior level (5+ years of experience)
Remote Status: Remote (Global)

🚀 Role Summary

Versasec, a global leader in Identity and Access Management, is seeking a Technical Support Engineer specializing in Cloud Operations, PKI, and FIDO authentication. This remote role involves providing technical support for on-prem and cloud applications, focusing on PKI and FIDO authentication environments. The ideal candidate will have a strong background in Technical Support, IT security, or cloud operations, with hands-on experience in PKI and FIDO.

📝 Enhancement Note: This role requires a unique blend of technical expertise in PKI and FIDO authentication, along with strong analytical and communication skills to effectively support customers and collaborate with internal teams.

💻 Primary Responsibilities

Customer Support: Provide technical support for on-prem and cloud applications, focusing on PKI and FIDO authentication environments. Diagnose and troubleshoot issues reported through customer support tickets, communicating with customers and internal teams.
Product Testing: Conduct continuous product testing to ensure quality and identify potential issues.
Customer Deployment & Configuration: Assist customers in deploying and configuring security solutions, with a focus on remote support.
Customer Onboarding & Maintenance: Onboard new SaaS customers and coordinate routine maintenance and release cycles for existing SaaS customers.
Service Improvement: Continuously implement automations and service improvements to enhance the support process.

📝 Enhancement Note: This role requires a proactive approach to problem-solving, with the ability to think critically and troubleshoot complex issues in a fast-paced environment.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Computer Science, Information Technology, or a related field. Relevant certifications are a plus.

Experience: 5+ years of experience in Technical Support, IT security, or cloud operations, with hands-on experience in PKI and FIDO.

Required Skills:

Proven experience in Technical Support, IT security, or cloud operations
Hands-on experience with PKI, FIDO, certificate authorities, Windows AD and domains, and Windows VM environments
Strong analytical skills, including critical thinking, debugging, judgment, problem-solving, troubleshooting, and use-case analysis
Excellent verbal and written English communication skills
Ability to work independently and efficiently in a remote environment

Preferred Skills:

Experience with cloud platforms (e.g., AWS, Azure, Google Cloud)
Familiarity with Agile methodologies and project management tools
Knowledge of scripting languages (e.g., Python, PowerShell)
Experience with customer support ticketing systems (e.g., JIRA Service Desk, Zendesk)

📝 Enhancement Note: While experience in PKI and FIDO is essential, candidates with a strong background in Technical Support and a willingness to learn these technologies will also be considered.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A portfolio showcasing relevant Technical Support experience, including case studies demonstrating problem-solving, troubleshooting, and customer support skills.
Examples of successful customer deployments and configurations, highlighting the candidate's ability to guide customers through complex processes.

Technical Documentation:

Documentation of troubleshooting processes, including step-by-step guides and screenshots.
Evidence of participation in product testing and quality assurance, such as test cases and bug reports.

📝 Enhancement Note: As this role focuses on Technical Support rather than web development, a traditional web portfolio is not required. However, candidates should be prepared to demonstrate their technical skills and problem-solving abilities through relevant case studies and examples.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between MYR 80,000 - 120,000 per year (USD 18,000 - 27,500), based on industry standards for Technical Support Engineers with mid-senior level experience in Kuala Lumpur.

Benefits:

Competitive salaries and benefits aligned with experience level
Flat hierarchies and open communication in a small enterprise environment
Exceptional team spirit with an agile and open-minded global team

Working Hours: Full-time (40 hours/week) with flexible hours to accommodate maintenance windows and project deadlines.

📝 Enhancement Note: While the salary range is provided, candidates should research regional salary standards and cost of living to ensure the compensation package meets their expectations.

🎯 Team & Company Context

🏢 Company Culture

Industry: Versasec operates in the Identity and Access Management (IAM) industry, focusing on secure systems for end-to-end credential management. The company's solutions are essential for creating a zero-trust architecture and defending against cyber risks, enabling enterprise rollout of device-bound credentials with PKI and FIDO2 passkeys.

Company Size: Versasec is a small enterprise with a global presence, employing around 50-100 people across its offices in the UK, Sweden, Dubai, Malaysia, the United States, France, and Germany.

Founded: Versasec was founded in 2001 and has since grown into a dynamic global IT company, providing secure systems for end-to-end credential management.

Team Structure:

The Technical Support team consists of experienced professionals with a strong focus on customer satisfaction and problem-solving.
The team works closely with the Development and Product teams to ensure customer needs are met and to improve the company's products and services.
The team is spread across multiple time zones, requiring effective communication and collaboration tools.

Development Methodology:

Versasec follows Agile methodologies for product development, with a focus on continuous improvement and customer satisfaction.
The company uses project management tools to track progress and ensure timely delivery of features and updates.

Company Website: Versasec

📝 Enhancement Note: Versasec's global presence and small enterprise environment offer unique opportunities for professional growth and collaboration with a diverse team.

📈 Career & Growth Analysis

Technical Support Engineer Career Level: This role is at the mid-senior level, with a focus on technical problem-solving, customer support, and product testing. The ideal candidate will have a strong background in Technical Support, IT security, or cloud operations, with hands-on experience in PKI and FIDO.

Reporting Structure: The Technical Support Engineer will report directly to the Technical Support Manager and work closely with the Development and Product teams.

Technical Impact: This role has a direct impact on customer satisfaction and the overall success of Versasec's products. The Technical Support Engineer will play a crucial role in ensuring customers receive timely and effective support, as well as providing valuable feedback to the Development and Product teams.

Growth Opportunities:

Technical Specialization: As a Technical Support Engineer gains experience and expertise, they may have the opportunity to specialize in specific areas, such as PKI or FIDO authentication, and become a subject matter expert.
Team Leadership: With experience and a proven track record of success, Technical Support Engineers may have the opportunity to move into team leadership roles, managing and mentoring junior team members.
Product Management: Technical Support Engineers with a strong understanding of customer needs and market trends may have the opportunity to transition into product management roles, helping to shape the future of Versasec's products.

📝 Enhancement Note: Versasec's small enterprise environment and flat hierarchies offer ample opportunities for professional growth and career progression for motivated Technical Support Engineers.

🌐 Work Environment

Office Type: Versasec operates a remote-first work environment, with team members spread across multiple time zones.

Office Location(s): Versasec has offices in the UK, Sweden, Dubai, Malaysia, the United States, France, and Germany. However, this role is remote and can be performed from any location with a stable internet connection.

Workspace Context:

Remote Work: As a remote worker, the Technical Support Engineer will be responsible for maintaining a productive and distraction-free workspace at home.
Collaboration Tools: Versasec uses collaboration tools such as Slack, Microsoft Teams, and Google Workspace to facilitate communication and collaboration among team members.
Time Zone Awareness: The Technical Support Engineer must be aware of and considerate of the time zones of their colleagues and customers when scheduling meetings and providing support.

Work Schedule: Full-time (40 hours/week) with flexible hours to accommodate maintenance windows, release cycles, and project deadlines. The Technical Support Engineer may be required to work outside of standard business hours to provide support to customers in different time zones.

📝 Enhancement Note: Versasec's remote-first work environment offers a high degree of flexibility and autonomy, allowing Technical Support Engineers to balance their work and personal lives effectively.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to discuss the candidate's experience, skills, and fit for the role.
Technical Assessment: A hands-on technical assessment, focusing on the candidate's ability to diagnose and troubleshoot issues in a PKI and FIDO environment.
Behavioral Interview: A structured interview focused on the candidate's problem-solving skills, customer focus, and ability to work effectively in a remote environment.
Final Interview: A final interview with the Technical Support Manager and/or other members of the leadership team to discuss the candidate's fit for the role and the company's culture.

Portfolio Review Tips:

Highlight relevant Technical Support experience, including case studies demonstrating problem-solving, troubleshooting, and customer support skills.
Include examples of successful customer deployments and configurations, highlighting the candidate's ability to guide customers through complex processes.
Showcase any relevant certifications or training in PKI, FIDO, or related technologies.

Technical Challenge Preparation:

Brush up on PKI and FIDO concepts, including certificate authorities, Windows AD and domains, and Windows VM environments.
Familiarize yourself with common Technical Support tools and ticketing systems.
Prepare for scenario-based questions that test your problem-solving skills, customer focus, and ability to work effectively in a remote environment.

ATS Keywords: See the comprehensive list of ATS keywords at the end of this document, organized by category.

📝 Enhancement Note: Versasec's interview process is designed to assess the candidate's technical skills, problem-solving abilities, and cultural fit for the company's remote-first work environment.

🛠 Technology Stack & Web Infrastructure

As this role focuses on Technical Support rather than web development, a detailed technology stack is not required. However, the Technical Support Engineer should have a solid understanding of the following technologies:

PKI & FIDO Technologies:

Certificate Authorities (CAs)
Public Key Infrastructure (PKI)
FIDO Alliance specifications and related technologies (e.g., FIDO2, WebAuthn)
Windows AD and domains
Windows VM environments

Technical Support Tools:

Customer support ticketing systems (e.g., JIRA Service Desk, Zendesk)
Remote desktop and troubleshooting tools (e.g., TeamViewer, AnyDesk)
Collaboration tools (e.g., Slack, Microsoft Teams, Google Workspace)

📝 Enhancement Note: While a detailed understanding of the company's technology stack is not required, the Technical Support Engineer should be comfortable working with a variety of tools and technologies to effectively support customers and collaborate with internal teams.

👥 Team Culture & Values

Versasec Values:

Customer Focus: Versasec prioritizes customer satisfaction and strives to provide exceptional support to its customers.
Innovation: The company encourages continuous learning and improvement, both in its products and its processes.
Collaboration: Versasec fosters a culture of open communication and collaboration, both within the company and with its customers.
Integrity: The company values honesty, transparency, and ethical behavior in all its interactions with customers, partners, and employees.

Collaboration Style:

Remote Work: As a remote-first company, Versasec uses collaboration tools to facilitate communication and collaboration among team members.
Agile Methodologies: The company follows Agile methodologies for product development, with a focus on continuous improvement and customer satisfaction.
Cross-Functional Teams: Versasec's teams are cross-functional, with members from various departments working together to ensure customer needs are met and to improve the company's products and services.

📝 Enhancement Note: Versasec's values and collaboration style are integral to its success as a global, remote-first company, fostering a culture of innovation, customer focus, and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

PKI & FIDO Expertise: The Technical Support Engineer must have a deep understanding of PKI and FIDO authentication, including certificate authorities, Windows AD and domains, and Windows VM environments.
Customer Support: The role requires strong customer support skills, including the ability to diagnose and troubleshoot issues effectively and efficiently.
Remote Work: As a remote worker, the Technical Support Engineer must be self-motivated, organized, and able to work effectively in a remote environment.

Learning & Development Opportunities:

Technical Training: Versasec offers opportunities for Technical Support Engineers to gain expertise in PKI, FIDO, and related technologies through training and certifications.
Conferences & Events: The company encourages its employees to attend industry conferences and events to stay up-to-date with the latest trends and best practices in Technical Support and IAM.
Mentorship: Versasec offers mentorship opportunities for Technical Support Engineers looking to develop their skills and advance their careers.

📝 Enhancement Note: Versasec's commitment to continuous learning and improvement offers Technical Support Engineers ample opportunities to grow their skills and advance their careers within the company.

💡 Interview Preparation

Technical Questions:

PKI & FIDO Concepts: Be prepared to discuss PKI and FIDO concepts, including certificate authorities, Windows AD and domains, and Windows VM environments.
Troubleshooting Scenarios: Practice troubleshooting common PKI and FIDO-related issues, and be prepared to discuss your approach to diagnosing and resolving technical problems.
Customer Support Scenarios: Prepare for scenario-based questions that test your ability to provide effective and efficient customer support in a remote environment.

Company & Culture Questions:

Company Culture: Research Versasec's company culture, values, and mission, and be prepared to discuss how you align with the company's priorities and goals.
Remote Work: Be prepared to discuss your experience with remote work and how you maintain productivity and focus in a remote environment.
Customer Focus: Prepare for questions that assess your ability to prioritize customer needs and provide exceptional support to Versasec's customers.

Portfolio Presentation Strategy:

Case Studies: Highlight relevant Technical Support experience, including case studies demonstrating problem-solving, troubleshooting, and customer support skills.
Customer Deployments: Include examples of successful customer deployments and configurations, highlighting your ability to guide customers through complex processes.
Certifications & Training: Showcase any relevant certifications or training in PKI, FIDO, or related technologies.

📝 Enhancement Note: Versasec's interview process is designed to assess the candidate's technical skills, problem-solving abilities, and cultural fit for the company's remote-first work environment.

📌 Application Steps

To apply for this Technical Support Engineer - Cloud & PKI/FIDO position:

Customize Your Resume: Tailor your resume to highlight your relevant Technical Support experience, skills, and certifications, with a focus on PKI and FIDO.
Prepare Your Portfolio: Curate a portfolio showcasing your relevant Technical Support experience, including case studies, successful customer deployments, and any relevant certifications or training.
Research the Company: Familiarize yourself with Versasec's company culture, values, and mission, and be prepared to discuss how you align with the company's priorities and goals.
Prepare for the Interview: Review the interview process and prepare for technical, behavioral, and company culture questions, as outlined in this document.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and Technical Support industry-standard assumptions. All details should be verified directly with Versasec before making application decisions.

ATS Keywords:

Programming Languages:

Python
PowerShell
Bash

Web Frameworks & Libraries:

None specified (focus on Technical Support tools and technologies)

Server Technologies:

Windows Server
Linux/Unix
Cloud Platforms (AWS, Azure, Google Cloud)

Databases:

None specified (focus on Technical Support tools and technologies)

Tools:

JIRA Service Desk
Zendesk
Slack
Microsoft Teams
Google Workspace
TeamViewer
AnyDesk

Methodologies:

Agile
Scrum
Customer Support methodologies

Soft Skills:

Problem-solving
Troubleshooting
Customer focus
Communication skills
Remote work
Self-motivation
Time management

Industry Terms:

PKI
FIDO
Certificate Authorities
Windows AD and domains
Windows VM environments
Technical Support
Customer Support
IT Security
Cloud Operations
Identity and Access Management (IAM)

Technical Support Engineer - Cloud & PKI/FIDO