Customer Support Engineer

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

📋 Description

• Diagnose and address a variety of client issues utilizing knowledge-based support platforms, primarily through email and adhering to established SLAs.

• Manage multiple tasks and prioritize daily responsibilities alongside longer-term initiatives.

• Collaborate with the internal development team and escalate issues as necessary.

• Leverage AI to enhance troubleshooting efforts and support various tasks.

• Execute resolution strategies for technical challenges.

• Adjust Freemarker document templates as needed.

• Support the testing of new features and validate software corrections.

• Resolve client integration challenges.

• Address technical inquiries from internal departments.

• Propose enhancements to products based on client input.

• Recognize and assess opportunities to improve support processes with global support resources.

• Oversee system logs.

• Create high-quality documentation and develop workflows for functionality and problem resolution.

• Engage in proactive self-learning.

• Participate in occasional out-of-hours meetings with global customers and teams across different time zones.

⛳️ Requirements

• At least 2 years of experience in a support engineer role or a similar position.

• Demonstrated experience in troubleshooting and problem-solving.

• Strong analytical abilities.

• Proficient and professional in both oral and written English.

• Excellent skills in customer interaction.

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

• All employees are required to pass a background check.

• Candidates may need to confirm their legal name, current physical location, valid contact number, and residential address.

🏝️ Benefits

• Competitive salary.

• Ownership program available for all full-time staff.

• Flexible work environment.

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

• Comprehensive wellness initiatives and mental health support.

• Resources for learning and development.

• Tools for professional advancement.

• Tuition reimbursement offered.

• Technology and tools provided to support optimal performance.

• Motivosity employee recognition program.

• An inclusive and supportive workplace culture.