Big Data Support Engineer

2 days ago


Taguig, National Capital Region, Philippines Michael Page Full time
  • Competitive salary and benefits package
  • Global exposure and training opportunities

About Our Client

A company that develops AI-driven solutions to help businesses streamline compliance processes, detect financial risks, and enhance regulatory efficiency through intelligent automation.

Job Description

Client Support & Issue Resolution

  • Manage and triage support tickets via Freshworks, ensuring timely resolution within SLA timelines for both cloud-hosted (CaaS) and on-premise clients.
  • Collaborate with Product Engineering and Infrastructure teams to escalate and resolve complex technical issues efficiently.

Technical Expertise & Communication

  • Diagnose and troubleshoot technical issues, identifying root causes and appropriate resolution paths.
  • Clearly explain technical solutions to clients, ensuring transparency and maintaining strong relationships.

Process Improvement & Documentation

  • Maintain detailed documentation of support cases, actions taken, and lessons learned to enhance troubleshooting.
  • Suggest process improvements to boost support efficiency and overall client satisfaction.

Availability & Shift Coverage

  • Participate in rotational shifts, including scheduled upgrade windows.
  • Ensure 24/7 availability for critical escalations as part of the support structure.

The Successful Applicant

Technical Expertise

  • Strong familiarity with Big Data technologies, including Hive, Elasticsearch, and Kubernetes.
  • Experience using support ticketing systems like Freshworks or similar platforms.
  • Knowledge of AWS infrastructure and cloud computing fundamentals is a plus.
  • Basic understanding of networking concepts and troubleshooting tools is advantageous.

Client Management & Communication

  • Fluent in Mandarin (spoken and written); Cantonese proficiency is a plus.
  • Exceptional client management skills, with the ability to handle escalations calmly and professionally.
  • Proven experience in stakeholder communication, effectively explaining technical solutions to non-technical audiences.

Process Adherence

  • Understanding of SLAs and experience managing tickets within defined SLA timelines.
  • Commitment to following SOPs and ensuring support practices align with high-quality standards.

Experience

  • 2-4 years of experience in technical support or a related field, ideally within financial services, RegTech, or SaaS domains.
  • Hands-on experience supporting both on-premise and cloud-hosted environments, particularly those leveraging Big Data technologies.

What's on Offer

  • Competitive Pay
  • Collaborating with a global team
  • Hybrid working set-up (2-3x a week, based in BGC)
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