Support Engineer

3 weeks ago

Pasig, National Capital Region, Philippines Exist Software Labs, Inc. Full time

The Support Engineer aims to effectively respond to technical issues, ensure system uptime, and maintain customer satisfaction through timely and proactive assistance. He/She serves as the single point-of-contact for customer incidents, inquiries and service requests received through email, call and service management tools. The Support Engineer works closely with end users and technical staff to facilitate and resolve issues and ensure a high level of customer satisfaction.

Responsibilities
  • Performs first-level assessment, diagnosis, investigation, and troubleshooting of application issues or concerns raised by end users.
  • Primarily responsible for handling and orchestrating resolution of incidents/requests as defined in the process for the product or service involved.
  • Provides responsive feedback via chat, email, or service management systems (JIRA).
  • Receives live daily calls, email and chat, following up feedback and response/resolution.
Qualifications
  • At least 2 years experience in technical support for software development projects
  • Working knowledge in operating systems, web and mobile applications, and APIs
  • Must be familiar with service management applications such as JIRA Service Management.
  • Excellent problem-solving, analytical skills
Seniority level
  • Mid-Senior level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • IT Services and IT Consulting

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