【About Us】
Array Networks is a global original equipment manufacturer (OEM) specializing in networking application and cybersecurity solutions. Our product portfolio includes Application Delivery Controllers (APV), SSL VPN (AG), Web Application Firewalls (ASF), and the AVX Virtualized Application Platform.
We are committed to delivering
high-performance
,
high-security
, and
high-stability
enterprise-grade networking and protection solutions, serving clients across North America, Europe, Asia-Pacific, and the Middle East.
This role is part of the
APAC Customer Support Team
, working closely with colleagues in Taiwan, Japan, India, and the United States to provide professional technical support services to customers in the Asia-Pacific region.
【Role Summary】
In this role, you will serve as the technical backbone for our APAC customers, providing support across multiple product lines, including APV, AG, ASF, and AVX. Your responsibilities will include troubleshooting, diagnostics, and technical improvements.
【
Responsibilities
】
- Analyze and resolve customer technical issues, including system configuration, connection abnormalities, and performance optimization.
- Reproduce issues, perform log analysis, and investigate root causes.
- Collaborate with R&D and QA teams to track bug fixes and software updates.
- Create technical documentation, maintain the knowledge base, and provide internal technical feedback.
- Assist in product testing, release validation, and technical data organization.
- Communicate in basic English with overseas customers and participate in global technical discussions as needed.
This role emphasizes technical problem-solving and continuous learning, making it ideal for engineers looking to deepen their expertise in core products, gain experience in cybersecurity/networking, and take on the challenge of supporting international customers with OEM-level technical depth.
【
Qualifications
】
- Minimum of 4 years of experience in technical support or related roles in networking/cybersecurity (e.g., ADC, WAF, Firewall).
- Strong understanding of networking protocols and security architectures (TCP/IP, VPN, SSL, load balancers, WAN/LAN, firewalls, etc.).
- Proven skills in system debugging and log analysis.
- Familiarity with CRM, ticketing, and knowledge base systems.
- Communicate effectively in English with overseas customers and participate in global technical discussions as needed.
- Fluent in Mandarin Chinese for effective communication with Taiwan-based team members.
【Nice to Have】
- Experience with DPDK, DPI, or Layer 4–7 protocol optimization and performance analysis.
- Professional certifications such as
CCNP
,
CEH
, or
CHFI
. - Prior experience in multinational Technical Assistance Centers (TAC) or global support environments.