Customer Support Engineer
1 week ago
Things to know before applying:
- You must have your own work equipment
- You are able to work remotely
- You can work full-time for this role
- Experience working with clients/companies outside PH is an advantage
- Only candidates who meet the requirements will be contacted
- You can start ASAP
Job Description:
We are seeking a Customer Support Engineer who can manage support tickets while identifying opportunities for process improvement through automation. The ideal candidate will have strong application development skills, problem-solving abilities, and the initiative to automate repetitive tasks. This role requires someone with the right attitude toward innovation and efficiency.
Key Responsibilities:
Technical Support & Troubleshooting:
- Manage and resolve incoming customer support tickets.
- Diagnose and fix technical issues related to the platform.
- Work with JSON configurations to make necessary changes.
- Handle configuration changes to JSON-based scorecards.
- Analyze ticket patterns to identify opportunities for automation.
- Develop documentation and how-to guides to reduce ticket volume.
- Maintain and update the Support Team Knowledgebase.
- Provide support through ticketing systems such as Zendesk, ensuring prompt resolution of customer inquiries and concerns.
- Escalate complex technical issues to the engineering team as necessary.
- Work closely with internal teams to continuously improve the customer support process.
Automation & Development:
- Identify repetitive tasks and develop Python-based automation solutions.
- Utilize Windmill and other automation tools to streamline workflows.
- Assist in internal tool development to enhance support processes.
- Recognize ticket patterns and implement preventative measures.
- Work on automation projects with 2-week completion timeframes.
Database Management:
- Work with PostgreSQL to query, troubleshoot, and modify data.
- Support schema migrations and optimize database queries.
- Ensure proper database maintenance to support customer issue resolution.
Cross-Functional Collaboration:
- Work closely with engineering teams for escalated technical issues.
- Coordinate with different teams to resolve complex, multi-system problems.
- Contribute to continuous improvement initiatives.
Qualifications:
- 1-3 years of relevant work experience in software development, preferably in Python.
- Experience in troubleshooting and resolving customer issues.
- Ability to work with multi-disciplinary teams.
- Excellent written communication skills.
- Experience in documenting processes and procedures.
- Experience with Zendesk, Jira, GitHub, Confluence, Intercom is a plus.
- Strong background in IT applications engineering (not infrastructure or systems administration).
- Demonstrated coding ability for application development.
- Experience in implementing automation solutions for manual processes.
- Familiarity with JSON configuration and data structures.
- Strong problem-solving skills and a proactive approach to efficiency improvement.
- Experience working with SQL databases, particularly PostgreSQL.
- Knowledge of database transactions and schema migrations.
- Ability to adapt to various technical challenges and "wear many hats".
Tech Stack requirements:
- JSON: Strong understanding of JSON data structures and ability to make configuration changes to JSON-based scorecards.
- Application Development: Experience with application-side engineering (not infrastructure/systems engineering).
- Programming Languages: Proficiency in Python for application development and automation.
- JavaScript/TypeScript: Working knowledge for front-end troubleshooting.
- SQL: Experience with PostgreSQL for database queries and data manipulation.
- Ticketing Systems: Ability to quickly learn and work with technical support ticket management platforms.
- Automation Tools: Experience with tools and frameworks for process automation, including Windmill.
- AWS Cloud Services: Familiarity with services like S3 is a plus.
- Git: Working knowledge of version control.
- Support Tools: Zendesk, Jira, Confluence, GitHub, Intercom.
Hiring Process:
- Phone screening.
- Behavioral interview.
- Client interview.
About Adaca:
Adaca is at the forefront of bridging software development solutions by connecting Australian mid-tier companies with top-tier talents in the Philippines. Our unique approach is rooted in creating an employee-centric experience that fosters a simple, low-pressure environment for our developers. This philosophy not only enhances productivity but also delivers unparalleled value to our clients, fostering a cycle of growth and talent attraction.
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