Technical Support Specialist

2 weeks ago

Quezon City, National Capital Region, Philippines Manpower Core Group Inc. Full time

About Us

Manpower Core Group Inc. is a leading provider of innovative solutions for businesses looking to improve their technical support capabilities.

Compensation Package

The estimated salary range for this position is between $90,000 and $120,000 per year, depending on experience and qualifications.

Job Description

As an Application Support Engineer, you will be responsible for providing technical support and troubleshooting assistance to internal and external customers. This will involve working with various systems and technologies, including APIs, databases, and networking architectures.

Your Key Responsibilities

  • Diagnose and resolve system issues, analyze system performance, and drive incident resolution with a proactive approach focused on prevention.
  • Take charge of production monitoring and control, including tracking KPIs and SLAs, analyzing system performance, monitoring alerts, conducting initial triage of system issues, and managing incidents and escalations.
  • Support UAT Testing and troubleshoot customer-facing issues in the UAT environment.
  • Answer, troubleshoot, and resolve various technical issues escalated through the company's ticketing system from internal and external customers.
  • Contribute to the knowledge base and work with the Technical Training Manager to develop training programs on support-related tools and processes.
  • Collaborate with SMEs to improve technical documentation, including troubleshooting guides.
  • Provide technical support and training to end-users on system use.
  • Enhance internal processes, such as improving issue visibility for API users and internal stakeholders by identifying and alerting priority issues.
  • Participate in on-call coverage and provide support during after-hours emergencies on a rotating schedule.

Requirements

  • Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field (relevant experience may substitute for a degree).
  • 4+ years of relevant work experience in Technical and/or Application Support with strong knowledge of API monitoring and troubleshooting.
  • Mid-level to advanced experience with databases, SQL, and APIs, including the ability to create queries, troubleshoot JSON, REACT, and REST APIs.
  • Proficiency in Python and PostgreSQL (Postgres).
  • Knowledge of networking architectures and protocols (e.g., switching, VPNs, VLANs, multiple ISPs) with cross-vendor functionality (Meraki/Cisco, Unifi, Checkpoint).
  • Experience working with AWS Services such as CloudWatch.
  • Test/Validation experience.

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