Technical Support Engineer

3 weeks ago


Philippines Assima Full time

Overview

We are seeking a smart and talented Technical Support Engineer to join our growing team. This role provides world-class technical support to high-profile enterprise clients and plays a key role in ensuring the successful deployment and operation of our cloud-based solutions. You'll collaborate closely with Research and Development (R&D) to integrate test cases, troubleshoot complex issues, and deliver software updates. The ideal candidate is a strong communicator with a solid foundation in AWS services and infrastructure.

Responsibilities
  • Provide expert-level support for Assima's cloud-based platform, primarily hosted on AWS / Azure
  • Manage and support large-scale deployments of Assima services across enterprise environments
  • Collaborate with the consulting team to ensure a seamless handover from implementation to support
  • Analyze, troubleshoot, and resolve product issues efficiently; respond to tickets within defined SLAs
  • Review and validate HTML/XML templates based on client needs
  • Meet with clients to resolve technical issues and propose interim solutions when needed
  • Support and optimize internal IT systems and AWS environments
  • Participate in weekly meetings with R&D to evaluate product updates and bug fixes
  • Conduct regression and functionality testing on new software builds
  • Stay up to date and certified on relevant AWS services (e.g., EC2, S3, RDS, Lambda, CloudWatch)
  • Contribute to internal documentation and Assima's technical knowledge base
  • Review application logs, CloudWatch metrics, and debug error messages to identify root causes
  • Recommend and implement infrastructure improvements using AWS best practices
  • Work collaboratively with clients, teammates, and stakeholders to meet project goals and deadlines
  • Perform other support-related tasks as assigned by the Head of Support
Requirements
  • Previous experience in technical or software support, ideally in a SaaS or cloud-based environment
  • Proficiency in AWS services, CLI, and management tools (AWS certifications a plus)
  • Strong troubleshooting skills in web environments (HTML, XML, browser dev tools)
  • Complete fluency in English
  • High sense of ownership and urgency in managing client issues
  • Excellent communication, documentation, and organizational skills
  • Familiarity with software QA, testing methodologies, and version control tool
Seniority level

Entry level

Employment type

Full-time

Job function

Technical Support

Industries

IT Services and IT Consulting

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