{"id":1151043,"url":"https://alion.io/job/toppan-security-support-engineer-apac","title":"SUPPORT ENGINEER – APAC","company":{"id":692044,"name":"TOPPAN Security","domain":"toppansecurity.com","url":"https://alion.io/company/toppansecurity","size_band":"51-200","is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":{"grade":"A","score":85,"open_postings":5,"ghost_share":0,"stale_share":0.6,"repost_share":0,"time_to_fill_p50_days":45,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false}],"status":"live","first_seen_at":"2026-09-21T07:45:11Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-09-24T00:49:04Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"ABOUT US\nAt TOPPAN Security, our mission is to shape a meaningful, technology-driven future by being a global leader in mission-critical identity and payment technologies.\nWe serve as the international development arm of the TOPPAN Group in the security domain, founded in 1900. TOPPAN is a trusted Japanese brand renowned for its commitment to exceptional quality. Building on this legacy, we combine bold ideas, deep sector expertise, and collaborative intelligence to deliver secure, future-ready solutions.\nOur culture is grounded in four core values: Agility, Ownership, Resilience, and a Sense of Fun. We move fast, lead with accountability, grow through challenges, and bring positive energy into everything we do.\nJoin us and be part of a global, collaborative team where trust and innovation drive everything we do.\nABOUT THE ROLE\nWe are looking for a motivated and skilled Technical Support Engineer to support and maintain our solutions deployed across customer sites.\nIn this role, you will be a key technical point of contact for our customers, helping to diagnose and resolve incidents quickly and efficiently while ensuring services are restored within agreed SLAs.\nYou will work across software, infrastructure, servers, and databases, collaborating with customers, local partners, field engineers, development teams, and other internal stakeholders to keep our systems running smoothly.\nThis is a hands-on role for someone who enjoys solving technical challenges, taking ownership, and working in an international environment.\nWHAT YOU WILL DO\nProvide Level 1 and Level 2 technical support to customers.\n\nDeliver professional support in line with Service Level Agreements (SLAs), ensuring contractual targets and customer satisfaction are maintained within an ITIL framework.\n\nDiagnose, investigate, and resolve software, infrastructure, server, and database issues.\n\nManage incidents, service requests, problems, and assets, including updating and maintaining support tickets.\n\nProactively identify and anticipate issues that could impact customer systems.\n\nWork with customers, suppliers, local partners, field engineers, development teams, and deployment teams to investigate and resolve technical issues.\n\nPerform root cause analysis for system failures and monitor recurring incidents and trends.\n\nConduct trend analysis to identify potential issues before they impact customers.\n\nProactively monitor and investigate production servers and databases.\n\nSupport internal stakeholders with investigations into escalated incidents, problems, and service requests.\n\nPrepare clear documentation covering incident root causes, resolutions, and corrective actions.\n\nContribute to knowledge management by creating and maintaining technical documentation, troubleshooting guides, user manuals, training videos, and presentation materials.\n\nProvide customer site visit reports, periodic reports, status updates, and technical feedback as required.\n\nABOUT YOU\nYou enjoy solving technical problems, working closely with customers, and taking ownership of issues through to resolution.\nYou are comfortable working independently while also collaborating with different technical teams and stakeholders. You bring a structured approach to troubleshooting, strong communication skills, and the ability to stay focused when working on business-critical systems.\nYou are also curious, eager to learn, and interested in developing your technical expertise within an international environment.\nWHAT YOU WILL BRING\nAt least 3 years of experience in Level 1 and Level 2 technical support.\n\nAn Engineering degree or another relevant technical qualification.\n\nITIL Foundation certification, equivalent qualification, or good knowledge of ITIL principles.\n\nExperience investigating and troubleshooting technical incidents across software and infrastructure environments.\n\nA strong sense of ownership and the ability to work with minimal supervision.\n\nGood analytical and problem-solving skills.\n\nA collaborative mindset and the ability to work effectively with customers, partners, and internal technical teams.\n\nEffective communication skills in English.\n\nChinese language skills would be an advantage.\n\nWORK REQUIREMENTS\nMust be legally eligible to work in Hong Kong.\n\nWillingness and ability to travel internationally when required for system support and rollout activities.\n\nCompliance with all relevant TOPPAN Security policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.\n\nWHAT WE OFFER\nThe opportunity to work with cutting-edge technologies and continuously develop your technical skills.\n\nA collaborative and supportive international working environment.\n\nCompetitive compensation and benefits.\n\nOpportunities for professional growth and career development.\n\nInternational travel opportunities and exposure to global markets.\n\nTOPPAN Security is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, gender, sexual orientation, age, color, religion, national origin, veteran status, or disability.","description_format":"text","description_chars":5125,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"Chinese","level":"All levels","optional":true},{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Hong Kong","iso":"HK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services"],"lifecycle":[{"event":"open","at":"2026-09-23T17:42:54Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":45,"reasons":["conf:4","win:early"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/toppan-security-support-engineer-apac","json_url":"https://alion.io/job/toppan-security-support-engineer-apac.json","meta":{"generated_at":"2026-09-24T22:51:37Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1091,"day_limit":5000,"remaining_today":3909,"minute_limit":60,"resets_at":"2026-09-25T00:00:00Z"}}}