Support Engineer
Workable remote: True Workable locations: Philippines Location: Philippines Ayala, Makati / Clark, Pampanga (Work from home), 9am-6pm (CST) / 10pm - 7am (PH Time)Full-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–4 years of experience
- Required Skills
- IoTAnalytical SkillsProblem SolvingLinuxDocumentationTroubleshootingProcess improvementTechnical supportDatadog
Requirements
- 2–4 years of experience in technical support, IT support, operations engineering, or a similar troubleshooting role
- Experience resolving technical issues in production or operations environments
- Ability to analyze logs, alerts, dashboards, and monitoring data
- Basic Linux troubleshooting and command-line knowledge
- Strong written English communication and documentation skills
- Strong analytical, problem-solving, and troubleshooting abilities
- Ability to work independently and manage priorities with minimal supervision
- Experience supporting distributed or asynchronous teams
- Detail-oriented with accurate documentation practices
- Comfortable collaborating with cross-functional teams
- Familiarity with cloud infrastructure, connected devices, or IoT environments
- Experience with monitoring tools such as Datadog or AWS CloudWatch
- Background in hardware-integrated software systems
- Experience in incident management, uptime monitoring, or operational support
- Knowledge of network troubleshooting, device monitoring, or remote diagnostics
- Experience with process improvement, root cause analysis, or knowledge base documentation
- Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Electronics Engineering, or a related field preferred
- Relevant work experience may be considered in lieu of a degree
Responsibilities
- Triage and resolve technical issues escalated by Service Technicians and operations teams using existing documentation, troubleshooting guides, and internal processes
- Monitor system alerts, dashboards, and incident queues to identify issues affecting fridge uptime, connectivity, and performance
- Diagnose technical problems by reviewing logs, alerts, and system behavior in a Linux-based environment
- Support field teams with troubleshooting related to hardware-integrated software systems and connected smart fridge devices
- Escalate unresolved or high-impact incidents to the appropriate engineering or technical teams with clear documentation and context
- Document newly identified issues, root causes, workarounds, and resolutions to improve the internal knowledge base and reduce repeat escalations
- Identify recurring patterns and common technical failures, then communicate findings to help improve operational efficiency and product reliability
- Collaborate cross-functionally with Engineering, Operations, and other internal stakeholders to surface systemic issues and support long-term fixes.
- Maintain accurate records of incidents, resolutions, response times, and support actions taken
- Assist in improving support workflows, documentation standards, and escalation procedures
- Communicate clearly and professionally with distributed teams in an asynchronous work environment
- Follow established service standards, escalation procedures, and support protocols to ensure timely issue resolution
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