Product Support Engineer

5 days ago


Manila, National Capital Region, Philippines Wimmer Solutions Full time

Job Overview:

The Product Support Engineerplays a vital role in ensuring the success of internal and external users by diagnosing and resolving technical issues in applications developed with Java, scripting languages, C#, and T-SQL. With troubleshooting experience, the candidate will demonstrate expertise in debugging jobs, stored procedures, and functions in MS SQL Server. Exceptional problem-solving skills and proven customer service experience are essential for providing timely, effective solutions.

Responsibilities:

  • Take ownership of customer-reported issues and oversee their resolution.
  • Troubleshoot and resolve problems in systems and applications, particularly in jobs, stored procedures, and functions within MS SQL Server.
  • Provide clear and professional support through email, phone, and chat.
  • Become a product expert, offering solutions and addressing customer queries effectively.
  • Document common issues and create knowledge base articles for efficient support.
  • Collaborate with cross-functional teams, including Product Engineering, Infrastructure, and Product Management, to resolve escalated issues.
  • Assist with configurations, upgrades, installations, and maintenance operations.
  • Maintain records of customer interactions, transactions, and feedback.
  • Provide feedback to improve customer service processes and product efficiency.
  • Act as a product evangelist, enhancing user understanding of product offerings.
  • Support escalations and high-volume intervals as part of a dynamic support team.

Qualifications:

  • 8+ years of experience diagnosing and troubleshooting systems/applications developed in Java, scripting languages, C#, and T-SQL.
  • MS/BS degree in Computer Science, Engineering, or equivalent preferred
  • Proven ability to troubleshoot jobs, stored procedures, and functions in MS SQL Server.
  • Excellent problem-solving skills and a strong track record in customer service
  • Familiarity with Cosmos DB, Azure Application Insights, and cloud platforms (preferably Azure).
  • Experience with Docker, Kubernetes, Web Services, IIS, JSON, REST APIs, and NoSQL is a plus.
  • Ability to troubleshoot iOS and Android mobile apps is highly desirable.
  • Strong analytical and troubleshooting abilities.
  • Excellent verbal and written communication skills in English.
  • Ability to manage multiple cases simultaneously and work under minimal supervision.
  • Team player with a collaborative mindset and strategic problem-solving capabilities
  • Self-motivated and proactive with a positive, can-do attitude.
  • Flexible working hours to address customer and project needs.
  • Passion for learning and delivering exceptional customer support.
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