Support Engineer

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

📋 Description

• Triage and resolve technical issues escalated by Service Technicians and operations teams utilizing existing documentation, troubleshooting guides, and internal processes.

• Monitor system alerts, dashboards, and incident queues to detect issues impacting fridge uptime, connectivity, and performance.

• Diagnose technical problems by analyzing logs, alerts, and system behavior within a Linux-based environment.

• Provide support to 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, ensuring clear documentation and context.

• Document newly identified issues, root causes, workarounds, and resolutions to enhance the internal knowledge base and minimize repeat escalations.

• Identify recurring patterns and common technical failures, communicating findings to aid in improving operational efficiency and product reliability.

• Collaborate cross-functionally with Engineering, Operations, and other internal stakeholders to highlight systemic issues and support long-term solutions.

• Maintain accurate records of incidents, resolutions, response times, and support actions taken.

• Assist in enhancing support workflows, documentation standards, and escalation procedures.

• Communicate clearly and professionally with distributed teams in an asynchronous work environment.

• Adhere to established service standards, escalation procedures, and support protocols to ensure timely resolution of issues.

⛳️ Requirements

• 2–4 years of experience in technical support, IT support, operations engineering, or a similar troubleshooting role.

• Experience in resolving technical issues within production or operations environments.

• Ability to analyze logs, alerts, dashboards, and monitoring data effectively.

• Basic knowledge of Linux troubleshooting and command-line operations.

• Strong written English communication and documentation skills.

• Excellent analytical, problem-solving, and troubleshooting capabilities.

• Ability to work independently and manage priorities with minimal supervision.

• Experience in supporting distributed or asynchronous teams.

• Detail-oriented with a commitment to accurate documentation practices.

• Comfortable collaborating with cross-functional teams.

• Familiarity with cloud infrastructure, connected devices, or IoT environments is preferred.

• Experience with monitoring tools such as Datadog or AWS CloudWatch is preferred.

• Background in hardware-integrated software systems is preferred.

• Experience in incident management, uptime monitoring, or operational support is preferred.

• Knowledge of network troubleshooting, device monitoring, or remote diagnostics is preferred.

• Experience with process improvement, root cause analysis, or knowledge base documentation is preferred.

🏝️ Benefits

• Schedule: Mon - Fri 9am-6pm (CST) / 10pm - 7am (PH Time)

• Site: Ayala, Makati / Clark, Pampanga (Work from home)

• Work-Life Balance: Monday to Friday schedule

• Legal Benefits: HMO with 1 free dependent upon hire

• Life Insurance

• 20 PTO credits annually

• 10% Night Differential

• Annual Performance-Based Merit Increases and Employee Recognition

• Great Company Culture

• Career Growth and Learning

• A laptop will be provided by the company