Technical Support Engineer

13 hours ago

Quezon City, Philippines SupportNinja Full time

Technical Support Engineer

We are looking for a Technical Support Engineer to join the Customer Experience Team and provide technical support to our customers and partners. Your primary responsibility is to diagnose and troubleshoot software problems and help customers with product questions. Ultimately, our customers will rely on you to provide timely and accurate solutions to their technical problems. You will interact with Engineering, Customer Success, and Professional Services to ensure every customer has a positive experience with our solution.

What does a day in the life of a Technical Support Engineer look like?
  • Engage with customers via the web or video sessions to provide assistance or solve technical problems
  • Test issues to replicate, find workarounds, and/or verify solutions
  • Validate occurrences of product defects and report them to the Engineering team
  • Provide prompt and accurate feedback to customers aligned with our service level targets
  • Document all customer interactions in Support tools
  • Handle small projects as assigned
What are the required qualifications for a Technical Support Engineer?
  • 2+ years of experience as a Technical Support Engineer
  • Excellent problem-solving skills with the ability to quickly diagnose the root cause of a problem and identify an acceptable solution or workaround
  • Ability to provide support and demonstrate strong knowledge of Windows, macOS, and Linux devices, including an understanding of each OS\'s package manager and update mechanisms
  • Ability to read, write, execute, and troubleshoot SQL statements
  • Ability to read, write, execute, and troubleshoot PowerShell, Bash, and/or Python scripts
  • Ability to read, write, and understand API scripts (Rest and Swagger)
  • Knowledge of anti-virus solutions and Endpoint Protection Platforms (EPP) and how they interact with scripts run on devices
  • Basic understanding of proxy and firewalls
  • Knowledge of configuration and use of one or more of the following: JAMF, WSUS, SCCM, and MDMs
  • Ability to read JSON files
  • Knowledge of how to troubleshoot update deployments for Windows, Mac, and/or Linux operating systems, including understanding the package manager for each OS and how devices receive updates
  • Ability to communicate technical and non-technical information clearly both verbally and in writing
  • Ability to write accurate, clear, and detailed customer-facing knowledge-base articles
  • Ability to work independently with minimal direction
  • Proven ability to manage difficult conversations with customers
  • Experience in working with multi-divisional, multi-geographical customers
  • A passion for technology, helping customers, problem-solving, and being part of a fast-growing SaaS company
  • Experience with AWS IaaS is desirable
Benefits
  • Retirement Savings Program with Company Matching
  • Life Insurance
  • HMO on day 1
  • Paid time off, birthday leave
  • Beautiful officespace
Equal Employment Opportunity

SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

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