Product Support Engineer

Product Support Engineer Location: Crescendo Manila, National Capital Region, Philippines Employment Type: Full-time Seniority Level: Mid-Senior level Job Function: Information Technology Role Details Contract Duration: Full Time Work Type and Location: Metro Manila, Philippines About Us PartnerHero is now Crescendo — a stronger, bolder force in customer experience. Crescendo represents growth, momentum, and transformation. By bringing together PartnerHero’s world-class outsourcing expertise and Crescendo’s innovation in customer experience and operations, we’re setting a new global standard. We deliver Augmented AI — the powerful combination of agentic AI and real human expertise — giving our partners scalable, 24/7 support in any language without compromising quality or empathy. At Crescendo, we don’t just connect talent with opportunity — we elevate businesses and people worldwide. Our integrated technology, global reach, and people-first culture empower teams to thrive and partners to grow faster. About The Role We’re looking for a Product Support Engineer who has a strong understanding of remote access technologies and thrives on solving complex technical challenges. You’ll be the go-to expert for troubleshooting, resolving issues, and guiding customers through technical solutions — all while delivering a great customer experience. What You’ll Do Provide Tier 2 technical support for our remote access solutions via phone, email, and chat Troubleshoot connectivity, configuration, and software installation issues across multiple platforms Use diagnostic tools, logs, and your own expertise to resolve issues efficiently Escalate complex or unresolved cases to senior engineers when necessary Collaborate closely with internal teams to share insights, document solutions, and improve processes What You’ll Bring 3+ years in technical product support, preferably in SaaS or software environments Strong problem-solving and analytical skills, with meticulous attention to detail Ability to explain complex technical concepts in clear, simple language Proficiency in one or more major platforms (Windows, macOS, Linux), including command-line usage Working knowledge of Group Policy and/or Microsoft Intune Understanding of networking protocols (TCP/UDP, DNS, SSH) Excellent written and verbal communication skills Experience with ticketing systems (e.g., Zendesk) and support tools Nice-to-Have Skills Experience supporting applications on Raspberry Pi, Android, and iOS Knowledge of REST APIs or scripting languages (PowerShell, Bash, Python) Familiarity with remote access software or VNC technology Company Culture Is At Our Core Care for others: Empathy is a key driver. When people thrive, so does the mission Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next Take ownership: Bold choices with integrity at the core—that’s how impact lasts Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning Equal Opportunity Workplace Crescendo is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process. If you require assistance or accommodations to participate in the job application or interview process, please contact Privacy Notice Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes. To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here. #J-18808-Ljbffr