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Application Support Engineer

4 months ago

Quezon City, Philippines Neksjob Philippines Full time

We are looking for an Application Support Engineer who is fluent in Portuguese to provide technical support and troubleshooting for our software applications. The candidate will Investigate and resolve Google Play policy violations, ensuring compliance with the latest policies and best practices.
Maintain proactive communication with developers to address policy complications, utilizing a mix of canned responses and personalized support.
Conduct regular follow-ups, tracking product outreach, and providing high-quality support to Google Play developers, fostering a positive developer experience.
Identify and report key developer trends, making operational recommendations to improve overall efficiency.
Review developer codes, offering clear feedback and technical support based on guidelines to enhance app implementation.
Escalate and resolve issues as the escalation point for Support Agent I.
Specialize in a functional sub-workflow (e.g., quality assurance, maintaining canned responses, training new joiners), ensuring continuous optimization and process improvements.
Update the internal playbook for improved process documentation.

Qualifications:
- Bachelor's degree in computer science or related field
- Must have at least 3 years of experience as an Application Support Engineer
- Proficiency in Portuguese and English (written and verbal)
- Excellent problem-solving and communication skills