Advanced Technical Support Specialist

1 day ago

Antipolo City, Calabarzon, Philippines beBeeEngineering Full time $60,000 - $100,000
Technical Support Engineer Job Description

This role involves providing advanced technical support to customers, focusing on complex technical issues that require in-depth troubleshooting and resolution.

  • Primary Responsibilities:
  • Serve as the primary escalation point for complex technical issues.
  • Provide technical support while maintaining a customer-first approach.
  • Conduct thorough investigations of escalated issues, replicating problems as needed.
  • Work closely with engineering teams to identify, document, and escalate bugs or system limitations.
  • Mentor junior support engineers and share knowledge and best practices.
  • Continuously learn, master, and share technical knowledge.
  • Assist in creating and improving knowledge base documentation.
  • Perform testing and validate bug fixes from engineering teams.
  • Monitor and analyze support trends to proactively identify recurring issues.
  • Ensure timely follow-ups and updates to customers on escalated cases.
Required Skills and Qualifications

Strong background in technical problem-solving, customer service, and SaaS applications. Proficiency in using Zendesk or similar ticketing systems.

  • 3+ years of technical support experience.
  • Experience handling escalations or advanced troubleshooting.
  • Proficient in database queries (SQL) for troubleshooting.
  • Familiarity with logging platforms for log analysis.
  • Experience working with engineering teams to report and resolve product bugs.
Ninja Perks and Benefits

Competitive compensation package, adherence to government-mandated benefits, and opportunities for skills training and personal development.

  • Retirement Savings Program with Company Matching.
  • Life Insurance.
  • Paid time off and birthday leave.
  • Bonus and incentive plans.

Join a team dedicated to continuous learning and growth.

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