Customer Support Engineer

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver technical assistance to both new and existing clients in a customer-facing capacity.

• Diagnose and resolve client issues through email while adhering to established SLAs.

• Manage multiple tasks and prioritize daily responsibilities alongside long-term projects.

• Collaborate with internal development teams and escalate issues when necessary.

• Utilize AI to enhance troubleshooting processes and assist with tasks.

• Execute resolution strategies for technical challenges.

• Adjust Freemarker document templates as needed.

• Validate software fixes and test new features.

• Address client integration problems.

• Respond to technical inquiries from internal departments.

• Recommend product enhancements based on client insights.

• Identify and assess opportunities for improving support processes with global resources.

• Monitor system logs for performance and issues.

• Create documentation and develop workflows for functionality and issue resolution.

• Engage in continuous self-learning activities.

• Attend occasional out-of-hours meetings with international teams.

⛳️ Requirements

• At least 2 years of experience as a support engineer or in a comparable role.

• Demonstrated expertise in troubleshooting and problem resolution.

• Strong analytical capabilities.

• Proficient in both spoken and written English at a professional level.

• Exceptional customer-facing abilities.

• Bachelor’s degree in Computer Science or a related discipline.

• Familiarity with relational databases and SQL scripting.

• Experience with Linux-based environments.

• Proficient in analyzing application and server logs.

• Experience incorporating AI into daily tasks.

• Knowledge of bash scripting, XML, HTML 5, Java, JavaScript, JSON, and SSH.

• Familiarity with iOS platforms.

• Experience working with the Atlassian Suite (Confluence, JIRA, Bitbucket).

• Proficient with Salesforce or a similar technical support management system.

• Knowledge of REST, Freemarker, XSL-FO (FOP), Git, CSS3, and OpenSSL.

• Familiarity with Microsoft Office applications.

• Understanding of user acceptance testing processes.

• Knowledge of AWS and microservices architecture.

• Understanding of security concepts and public key infrastructure.

• Willingness to adhere to one of the designated schedules: 4:30 AM, 8:30 AM, or 10:30 AM Manila Time.

• Completion of a background check is required.

• Must undergo identity verification and provide necessary personal and contact information in compliance with local data privacy regulations.

🏝️ Benefits

• Competitive salary package.

• Full-time employee involvement in the ownership program.

• Flexible work environment.

• Generous paid time off, including local holidays and the annual “Dim the Lights” period.

• Comprehensive wellness initiatives and mental health support.

• Access to learning and development resources.

• Professional development tools along with tuition reimbursement options.

• Necessary technology and tools to excel in your role.

• Motivosity employee recognition program.

• An inclusive work culture centered on support and meaningful connections.