Customer Success Engineer Tier 2

2 weeks ago

Morong, Philippines Ideagen Full time

Location - Clark Freeport Zone, Pampanga, Philippines Department - Customer Function - Customer Support Working Pattern - Hybrid Benefits – Benefits At Ideagen Salary – This will be discussed at the next stage of the process. If you have any questions, please feel free to reach out. Customer Success Engineer Tier 2 The Customer Success Engineer Tier 2 is tasked with handling more complex technical issues that escape Tier 1 support. This role requires deeper technical expertise to analyze, diagnose, and resolve advanced problems, ensuring customer satisfaction and product reliability. Responsibilities Advanced Troubleshooting: Handle complex technical issues escalated from Tier 1. In-Depth Analysis: Conduct thorough analysis to identify root causes of technical problems. Collaboration: Work closely with Tier 1 support and other departments for issue resolution. Knowledge Sharing: Provide guidance and training to Tier 1 support to enhance their problem‑solving skills. Documentation: Update and maintain internal knowledge bases and documentation. Skills And Experience Experience 3+ years in similar positions such as technical support, helpdesk representative, desktop support, or IT service management; SME/Tier 2 experience preferred. Advanced Technical Knowledge Deep understanding of technical issues. Hands‑on experience with company‑specific tools and technologies. Problem‑Solving & Analytical Skills Advanced diagnostic abilities. Logical and systematic approach to troubleshooting. Interpersonal & Communication Skills Clear communication with customers and team members. Ability to explain complex concepts in simple terms. About Ideagen Ideagen is the invisible force behind many things we rely on every day – from keeping airplanes soaring in the sky, to ensuring food safety, to helping doctors and nurses care for the sick. Everyday millions of people are kept safe using Ideagen software. We have offices worldwide, including America, Australia, Malaysia, India, and the Philippines, with people in a myriad of roles. We’re building a future‑ready team, and AI is part of how we work smarter. If you’re curious, adaptable, and open to using AI to improve how you work, you’ll thrive at Ideagen Next Steps If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps. To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at . All matters will be treated with strict confidence. Seniority Level Mid-Senior level Employment Type Full‑time Job Function Management and Manufacturing Industries Software Development Referrals increase your chances of interviewing at Ideagen by 2x. #J-18808-Ljbffr

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