[Hiring] Technical Support Associate @Substance

We are looking for a proactive and customer-focused Technical Support Associate (Computer Networking) on behalf of our client. In this role, you will be responsible for providing online demonstrations and training on WiJungle appliances to channel partners and end customers. You will troubleshoot customer queries over calls and emails while managing CRM and associated support applications. This role requires strong technical expertise in firewalls, computer networking, and hotspot appliances, along with excellent communication skills to effectively assist customers.

Key Responsibilities:

• Conduct online demonstrations and training sessions for channel partners and end customers on WiJungle appliances.
• Troubleshoot and resolve customer queries related to networking and firewall configurations via calls and emails.
• Manage the CRM system and support applications to ensure smooth service delivery.
• Provide technical assistance to customers, ensuring a seamless experience with networking products.
• Maintain detailed records of customer interactions, reported issues, and troubleshooting steps.
• Collaborate with internal teams to escalate and resolve complex technical challenges.
• Stay up to date with network security trends, firewall configurations, and hotspot appliance technologies.

Job Competencies:

• Strong communication skills (both verbal and written in English)
• Expertise in computer networking, firewalls, and hotspot appliances
• Strong logical reasoning and problem-solving skills
• Customer service and technical troubleshooting experience
• Experience managing CRM systems and support applications

Requirements

• Bachelor’s degree in Computer Science, Information Technology, Networking, or a related field.
• Prior experience in technical support, networking, or firewall troubleshooting.
• Strong understanding of firewalls, hotspot appliances, and network security principles.
• Ability to handle customer queries efficiently over calls and emails.
• Experience working with CRM software is a plus.

Benefits

At Substance, we value action over words. If your profile aligns with our needs, expect to hear from us within 1-2 weeks. If not, no fluff—just know we appreciate your interest and will keep you in mind for future roles where your expertise can make an impact. We focus on real connections and meaningful matches, ensuring the right opportunity finds you at the right time.

Getsubstance.co Pte. Ltd. | EA License No: 24C2398

At Substance, we go beyond the surface—delivering depth over style by connecting businesses with world-class talent at a fraction of the traditional cost. Whether you need permanent, remote or fractional hires, we’ve cracked the code on finding exceptional professionals from lower-cost regions, helping you save up to 70% on recruitment without compromising on quality.

We’re not just matching candidates to jobs—we’re curating lasting partnerships built on culture fit, potential, and business growth. With our cutting-edge AI-powered tools and rigorous vetting process, you’ll get more than just a resume—you’ll find the right fit for your team.

At Substance, we believe in smarter hiring that drives impact. Let’s reduce your hiring costs and build something great together.