Technical Support Engineer, Fluent English

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

📋 Description

• Provide exceptional technical support services to enterprise B2B clients through email communication;

• Become part of a global support team and deliver on-call assistance for urgent issues as necessary;

• Diagnose and troubleshoot intricate technical problems and escalate them when appropriate;

• Serve as the main technical liaison throughout the life-cycle of Live events;

• Utilize SQL, Grafana, OpenSearch, and additional tools to analyze logs, APIs, and errors;

• Collaborate with R&D, Product, Professional Services, and Account Management teams to improve the customer experience;

• Ensure seamless integration, onboarding, and troubleshooting for customer events while closely coordinating with internal teams.

⛳️ Requirements

• Outstanding English communication skills (minimum C1 level for both spoken and written);

• A minimum of 1 year of experience in Tier 2 technical support, ideally within enterprise SaaS environments;

• Demonstrated ability to swiftly diagnose and resolve complex technical issues;

• Capability to engage with clients to comprehend their challenges and offer effective solutions;

• Skilled in utilizing ticketing systems such as Zendesk, Jira, or similar platforms;

• Experience in customer onboarding and platform integration;

• Background in customer onboarding, troubleshooting, and platform integration;

🏝️ Benefits

• Fixed schedule: Monday to Friday, 7:00 AM – 4:00 PM Manila Time;

• Opportunity for full remote collaboration;

• Inclusive international work environment;

• Compensation in USD;

• Incentives for referring friends;

• Balanced approach between project workload and personal time, along with an internal health policy;

• Supportive leadership focused on your development and long-term collaboration;

• Conditions conducive to self-development;

• A culture founded on trust, with no requirements for time-tracking.