Technical Support Specialist

Location: Cebu

Hornetsecurity is a leading global provider of next-generation cloud-based security, compliance, backup, and security awareness solutions that help companies and organizations of all sizes around the world. Its flagship product, 365 Total Protection, is the most comprehensive cloud security solution for Microsoft 365 on the market. Driven by innovation and cybersecurity excellence, Hornetsecurity is building a safer digital future and sustainable security cultures with its award-winning portfolio.

Hornetsecurity operates in more than 120 countries through its international distribution network of 12,000+ channel partners and MSPs. Its premium services are used by more than 75,000 customers.


Are you passionate about technology and helping others solve technical challenges? Hornetsecurity is seeking dedicated Technical Support Specialists to join our team in our new office in Cebu!

Job description details

Your job

  • You will diagnose and resolve our corporate clients’ technical issues over the telephone, email and online chat in the areas of system configurations, product functionality and bugs/ enhancements.
  • You build personal customer relationships and focus on offering an awesome customer experience.
  • You escalate issues to our development team and co-ordinate such issues until they are solved.
  • You convey customer feedback to product development staff.
  • You keep customers informed on how and when issues are resolved.
  • You interact with other teams to provide a comprehensive and high-quality support.
  • You help in user education.
  • You work in a 24/7 shift system with a great planning reliability. Depending on the shift there are attractive bonuses and compensation days.

Your profile

  • You have excellent logical, analytical and problem-solving skills.
  • You possess good customer etiquette and the ability to manage high profile customers well under pressure.
  • You have experience in troubleshooting Windows Server issues using inbuilt Windows applications such as the Event Log Viewer, netstat etc.
  • You have a good understanding of basic networking protocols.
  • You possess excellent English communication skills, both written and verbal. Any other language is a plus.
  • You are a quick learner and self-starter .


Bonus Skills (you get plus points)

  • Knowledge/experience with Hyper-V and/or VMware virtualization platforms.
  • Experience as a network/system administrator or Technical Support representative.
  • Deep understanding of the Windows Server operating system (file system, registry, memory model, security model, process model).
  • Knowledge/experience with Microsoft VSS.

Your benefits

  • Free space for innovation and independent action in a fast-growing international company with a promising future.
  • Short decision paths and flat hierarchies in an open work atmosphere.
  • Personal and professional development opportunities.
  • No dress code – you can come to work as you like.
  • Extensive Onboarding – we equip you with a welcome kit, 2 days Onboarding Bootcamp, Mentoring Program and regular feedback meetings.
  • Referral Bonus: we pay 500€ for each referral who is successfully hired by us!

Your application form

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    Viktoria Wagner | Jobs Hornetsecurity

    Any questions?

    Our Recruiter, Julia Klein, is at your disposal. You can reach her by email or via WhatsApp +49 511 515 464-99.