Senior Technical Support Engineer

4 weeks ago

Philippines KodeCraft Technologies OPC Full time

Senior Technical Support Engineer / Application Support Specialist

We are seeking a proactive and experienced Senior Technical Support Engineer to establish and lead our technical support function. As the founding member of our support team, you will be responsible for creating the processes, systems, and documentation necessary to provide exceptional support for our critical production applications. This is a unique opportunity to build a vital department from the ground up, ensuring the stability and success of our growing portfolio of projects. You will be the primary point of contact for all technical issues, working closely with our QA and Development teams to diagnose, troubleshoot, and resolve complex challenges.

Responsibilities
  • Process Development & Strategy: Establish, document, and streamline the first formal technical support processes and workflows.
  • Ticketing System: Select, implement, and manage a ticketing system (e.g., Jira Service Desk, Zendesk) to track and manage all support incidents from initiation to resolution.
  • Knowledge Base: Develop and maintain a comprehensive internal knowledge base, including troubleshooting guides, FAQs, and technical documentation.
  • Escalation & Troubleshooting: Act as the primary point of escalation for all technical and application support issues; investigate, diagnose, and troubleshoot complex software problems, identifying root causes and providing effective solutions.
  • System & Data Analysis: Analyze logs, databases, and application data to trace issues and ensure system integrity.
  • Bug Documentation: Effectively replicate and document software bugs for the development team.
  • Communication: Serve as a liaison between clients/internal users, Project Management, QA, and Development teams, ensuring clear and timely communication; provide regular updates to stakeholders on the status of open incidents.
  • Quality & Process Improvement: Collaborate with the QA team to understand application functionality and improve testing processes based on common support issues.
  • Excellence Standards: Set the standard for excellence in technical support.
  • People & Knowledge Growth: Lead, mentor, and train junior support personnel as the team grows.
Qualifications (Recommended)
  • Experience establishing and leading a technical support function; proven ability to build processes and documentation from the ground up.
  • Experience selecting and managing ticketing systems and developing a knowledge base.
  • Strong analytical skills with the ability to analyze logs, databases, and application data to diagnose issues.
  • Excellent communication and liaison skills across clients, PM, QA, and Development teams.
  • Ability to work collaboratively with QA to improve testing and application quality.
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