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Customer Support Engineer

1 week ago

Manila, National Capital Region, Philippines Pax8 Philippines Inc. Full time

We are looking for a skilled Customer Support Engineer to join our Global Partner Support team at Pax8 Philippines Inc. In this role, you will play a critical part in ensuring the delivery of exceptional customer service and technical support to our Managed Service Provider (MSP) partners.

You will be responsible for resolving technical issues, developing knowledge base articles, and collaborating with internal teams and external vendors. Your excellent communication skills and customer service orientation will enable you to effectively engage with partners and internal stakeholders.

Main Responsibilities:

  • Manage and resolve technical issues related to customer migrations, order and billing management, and platform operations.
  • Develop and maintain knowledge base articles to document solutions and best practices.
  • Collaborate with internal teams and external vendors to resolve complex technical issues.
  • Identify and address recurring issues to improve product quality.

Necessary Skills and Experience:

  • Deep understanding of SaaS, cloud software, and IT support principles, with expertise in advanced troubleshooting (software, connectivity, accounts).
  • Experience with ticketing platforms (e.g., ServiceNow) and operating systems (Windows, macOS).
  • Strong analytical and problem-solving abilities, with excellent written and verbal communication skills.
  • Ability to work collaboratively with internal teams and external partners.