Advanced Technical Support Specialist

2 days ago

Pasay, National Capital Region, Philippines beBeeTechnical Full time ₱4,000 - ₱6,500
Job Title: Technical Support Engineer

A technical support engineer is a professional responsible for providing advanced technical assistance to customers while maintaining a customer-centric approach.

  • Serve as the primary escalation point for complex technical issues that require in-depth troubleshooting and resolution.
  • Provide empathetic, accurate, and compassionate technical support while maintaining a high level of detail orientation.
  • Conduct thorough investigations of escalated issues, replicating problems as needed and collaborating with internal teams for resolution.
  • Work closely with Engineering and Product teams to identify, document, and escalate bugs or system limitations.
  • Mentor and guide L1 Support Engineers, sharing knowledge and best practices to improve troubleshooting efficiency.
  • Continuously learn, master, and share technical knowledge.
  • Assist in creating and improving knowledge base documentation with solutions to recurring and newly discovered issues.
  • Perform testing and validate bug fixes from Engineering team
  • Monitor and analyze support trends to proactively identify recurring issues and propose long-term solutions.
  • Ensure timely follow-ups and updates to customers on escalated cases, maintaining transparency throughout the resolution process.
  • Stay updated on product updates, system changes, and new features to enhance troubleshooting capabilities.
Qualifications:
  • Minimum 3 years of technical support experience, preferably handling escalations or advanced troubleshooting in a SaaS environment.
  • Strong background in customer service and problem-solving.
  • Proven ability to diagnose and troubleshoot complex applications.
  • Proficiency in using Zendesk or similar ticketing systems.
  • Experience working with SaaS integrations, API-related issues, and database queries (SQL).
  • Knowledge of logging platforms and experience working with engineering teams to resolve product bugs.

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