Technical Support Engineer
New
S
SupportYourAppIntelligent Support-as-a-Service
Philippines, RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- At least 1 year
- Required Skills
- PythonSQLBashJavascriptJiraGrafanaZendesk
Requirements
- Excellent English communication skills (at least C1 for both spoken and written)
- At least 1 year of experience in Tier 2 technical support, preferably in enterprise SaaS environments
- Proven ability to diagnose and resolve complex technical issues quickly
- Ability to work with clients to understand their issues and provide efficient solutions
- Proficient in using ticketing systems like Zendesk, Jira, or similar platforms
- Experience with customer onboarding and platform integration
- Experience in customer onboarding, troubleshooting, and platform integration
- Bachelor’s Degree in Computer Science, Information Technology, or a similar discipline (plus)
- Proficiency in reading and writing scripts in Python, Bash, or JavaScript (plus)
Responsibilities
- Deliver high-quality technical support services to enterprise B2B clients via emails
- Join a global support team and offer on-call assistance for critical issues as required
- Troubleshoot complex technical issues and escalate as needed
- Acts as the primary technical contact during the life-cycle Live events
- Use SQL, Grafana, OpenSearch, and other tools to analyze logs, APIs, and errors
- Collaborate with R&D, Product, Professional Services, and Account Management teams to enhance the customer experience
- Ensure smooth integration, onboarding, and troubleshooting for customer events, while working closely with internal teams
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