Technical Support Engineer – Seasonal

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

📋 Description

• Act as the initial point of contact for Engineering and Integration inquiries.

• Assess, classify, prioritize, and manage incoming tickets according to established SLAs.

• Collect necessary request details, clarify customer requirements, and direct tickets to the appropriate owner and approval process.

• Address new integration requests, modifications to integration access, and integration break/fix tickets.

• Diagnose integrations across Salesforce, MuleSoft, SaaS platforms, and customized integrations.

• Manage break/fix integration tickets from start to finish and collaborate with engineers for in-depth investigations or code alterations.

• Record findings and solutions as knowledge articles.

• Identify persistent issues, uncover root causes, and collaborate with engineers to implement permanent solutions.

• Suggest automation and enhancements to intake, triage, and support workflows.

• Maintain and update the knowledge base, runbooks, and SOPs.

• Create documentation and notes in Jira and Confluence.

• Develop and execute SQL queries and reports using Snowflake or comparable databases.

• Assist in building, optimizing, and sustaining AI-powered intake and triage automation.

• Review AI tool outputs, rectify errors, and manage exceptions and edge cases.

• Utilize tools like Claude, ChatGPT, Copilot, and other similar AI applications for triage, documentation, research, and communication.

• Engage with customers and stakeholders to clarify project scope, provide status updates, and confirm resolutions.

• Work autonomously, manage the ticket queue, escalate issues as necessary, and collaborate with engineers, analysts, and stakeholders.

⛳️ Requirements

• Minimum of 2 years of experience in a technical support, service desk, operations, or coordination position, preferably with exposure to ticketing systems and cross-team troubleshooting.

• Basic understanding of integration and access concepts, including OAuth, connected apps, permissions, and least-privilege, or a strong willingness to learn.

• Previous experience in a help desk, service desk, or ticket triage role.

• Bachelor’s degree in Information Systems, Business, or a related field; equivalent experience may be accepted in lieu of a degree.

• Proficient in Jira and Confluence.

• Proficient in Microsoft 365.

• Familiarity with Salesforce.

• Foundational troubleshooting skills across integrations, Salesforce, MuleSoft, SaaS platforms, and custom integrations, or demonstrated ability to learn quickly.

• Familiarity with SQL and Snowflake databases or similar systems.

• Comfortable using AI tools such as Claude, ChatGPT, Copilot, or similar applications.

• Analytical mindset with the ability to recognize recurring patterns and root causes.

• Strong attention to detail and consistent documentation and note-taking skills.

• Exposure to service management practices and SLA-driven support.

• Ability to accurately follow SOPs and instructions.

• Capability to review and triage tickets independently.

• Independent judgment and knowledge of when to seek assistance.

• Comfort with ambiguity and incomplete information.

• Proficient in communicating with customers through a ticketing system, providing reliable follow-ups, and meeting documented SLAs.

• Excellent written communication skills and a customer-service orientation.

🏝️ Benefits

• Seasonal contract from Oct. 12 (or earlier) to Dec. 31, 2026.

• Remote work arrangement.

• BYOD equipment policy.