Westcon-Comstor expands APAC support with DSE scheme
Tue, 19th May 2026 (Today)
Westcon-Comstor has expanded its customer support operations in Asia Pacific and launched a Designated Support Engineer programme, adding to its regional support network for end customers and partners.
Its APAC Support Centre of Excellence in Malaysia opened in 2020, followed by an expansion into India in 2024 and a new Centre of Excellence in New Zealand earlier this year. The centres provide post-sales technical support for customers and partners working across multi-vendor technology environments.
The new Designated Support Engineer, or DSE, model will be delivered through the company's APAC Technical Centre in Malaysia and India. Under the programme, customers are assigned a named primary technical contact expected to build familiarity with their environment, configurations and operating priorities.
The arrangement is designed to give customers a more consistent path into support and issue management. It also includes knowledge sharing, troubleshooting support, and regular product and case reviews.
Regional support
The regional centres support a range of cybersecurity, networking and cloud suppliers, including Symantec, Carbon Black, Palo Alto Networks, Zscaler, VMware and AWS. Support is delivered through certified engineers with access to vendor support tools, escalation routes and specialist engineering teams.
Westcon-Comstor's regional support operations recently recorded a customer satisfaction score of 91% for Broadcom software support. The company cited the figure as an indication of the performance of its regional centres and designated support model.
The expansion reflects a broader emphasis among technology distributors on retaining a larger role after the initial sale, particularly in areas such as cybersecurity and cloud infrastructure, where users often manage products from multiple vendors. In those environments, post-sales support can influence renewal decisions and partner relationships as much as the original procurement process.
For channel businesses, support delivered from within the region can also help address concerns about response times, local expertise and coverage across time zones. Westcon-Comstor said its centres provide extended business hours and direct localised support for end customers and partners across APAC.
Partner model
Westcon-Comstor is a distributor focused on cybersecurity, networking and hybrid cloud, working with resellers, systems integrators and service providers in more than 50 countries. In APAC, its support structure is part of a broader partner services model built around technical assistance, vendor engagement and backline support.
The company also noted that its Authorised Services Centre backline team in Malaysia received the JAPAC Partner Services Excellence Award at the Palo Alto Networks APAC 2025 Partner Executive Kick-Off. The recognition related to partner services delivered through its Technical Centre in Malaysia.
Patrick Aronson, APAC Executive Vice President and Chief Marketing Officer, linked the latest support expansion to customer and vendor relationships in the region.
"Our continued investment in regional Centres of Excellence and the launch of the Designated Support Engineer programme reflect Westcon-Comstor's focus on delivering meaningful outcomes for both customers and vendors across the APAC region," said Patrick Aronson, APAC Executive Vice President and Chief Marketing Officer, Westcon-Comstor.
"By combining local, highly experienced engineers with deep multi-vendor expertise and a proactive support model, we're helping organisations reduce risk, resolve issues faster, and unlock greater value from their technology ecosystems while reinforcing the success of our partners," Aronson said.