Sr Engineer Technical Support

Primary Location: Remote (Manila, Philippines) Archer is a leading provider of integrated risk management (IRM) solutions, helping customers enhance strategic decision-making and operational resilience. Its modern technology platform supports both qualitative and quantitative analysis, driven by the impacts of business and IT. As pioneers in GRC (Governance, Risk, and Compliance) software, Archer is fully committed to enabling customers to manage a wide range of risk and compliance areas, from traditional operational risks to emerging challenges like ESG. With over 20 years of experience, Archer serves one of the largest global risk management communities, with more than 1,200 customers, including over 50% of the Fortune 500. Learn more at . As a Technical Support Engineer, you will provide remote product support to customers worldwide via phone, email, and remote assistance. Support cases range from straightforward product inquiries to troubleshooting complex configurations. Join our Technical Support Team in the Philippines to deliver some of the best work of your career and make a meaningful impact. Key Responsibilities Display a professional attitude and provide the highest level of customer service during every interaction. Troubleshoot, diagnose, and resolve technical issues reported by Archer customers and internal stakeholders. Serve as a customer advocate by collaborating with internal teams such as development and project management to elevate issues, test fixes, and provide workarounds. Acquire and maintain up-to-date knowledge of Archer products and relevant third-party tools that integrate with Archer. Take proactive ownership of cases by tracking, resolving, and closing reported issues while keeping customers and case management updated with the latest information. Contribute to improving the customer experience by writing and reviewing clear and helpful knowledge base articles. Participate in customer success meetings, scheduled customer conference calls, training sessions, company meetings, and team events. Provide priority support to Archer’s Premium Support and Strategic Account customers by thoroughly understanding their requirements and configurations As a global support organization which provides a follow the sun support model: shift work, holidays, occasional weekend shift responsibilities may be required. Technical Skills Knowledge or experience in one or more of the following technologies: Windows platforms, including Microsoft Windows Server, Microsoft Active Directory, and Azure. Web servers such as Microsoft Internet Information Services (IIS). Relational databases, particularly Microsoft SQL Server. LDAP and SAML protocols. TCP/IP network stack, with hands-on experience configuring and troubleshooting services like DNS, NIS, and WINS. PowerShell and Command Prompt for automation and troubleshooting tasks. Log file analysis for issue resolution. SSL certificate management. Soft Skills Ability to effectively explain detailed information over the phone to customers with varying levels of technical expertise. Skilled in managing customer expectations and experienced in handling challenging customers or situations. Strong problem-solving skills with the ability to think creatively and offer solutions in new or unfamiliar situations. Capable of providing clear and concise verbal and written instructions during troubleshooting and resolution processes. A strong team player with the ability to collaborate well in a team environment. A fast learner who thrives with minimal supervision. Education & Experience Bachelor’s degree in Computer Science or equivalent work experience. 2-5 years of product support experience, preferably in a technical role with external customers. Language Skills English: Average to excellent written and oral skills Candidates with secondary language skills are desirable but not essential. Archer is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Archer are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, national origin, sex (including pregnancy), age, disability, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, protected veteran status, genetic information, or any other characteristic protected by federal, state or local laws. Archer will not tolerate discrimination or harassment based on any of these characteristics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. All Archer employees are expected to support this policy and contribute to an environment of equal opportunity. #J-18808-Ljbffr