Technical Assistance Specialist

4 days ago

Cebu City, Central Visayas, Philippines beBeeTechnical Full time ₱60,000 - ₱80,000
About the Role">

The team provides technical assistance to customers globally, ensuring a smooth operation and timely resolution of both critical and low-priority requests. We manage escalations from lower-tier support teams, assist during urgent incidents, and proactively monitor alerts to prevent disruptions. Our scope includes troubleshooting complex technical issues, supporting customer configurations, and creating documentation for recurring problems.

Responsibilities
  • Responding to and resolving escalated technical issues.
  • Assisting with critical incidents escalated from Incident Management.
  • Helping customers with configuration issues and questions.
  • Maintain monitoring and alerting, reinforcing a proactive issue response mindset.
  • Collaborate with other support teams and developers to resolve more complex challenges.
  • Providing training and mentoring to lower-tier support teams.
  • Creating documentation by identifying and documenting solutions for repetitive issues.
  • Staying up-to-date on the latest technology trends and advancements.
RequirementsEducation and Experience

A bachelor's degree in Computer Science or a related field is required. At least some experience working in a production/application support role is also necessary.

  • Strong knowledge of hardware, software, and network systems.
  • Familiarity with querying languages like SQL, JQL, and LookML.
  • Experience with tools such as New Relic, Sumologic, Jira, and Gitlab.
  • Automation experience using scripting tools such as Postman and VS Code.
  • Experience with troubleshooting and resolving complex technical issues.
  • Ability to read error messages and stack traces and translate them into action.
  • Knowledge of cloud-based services such as AWS.
  • Experience with RESTful JSON services is an asset.
  • Excellent communication and interpersonal skills.
  • Excellent written and verbal communication skills in English.
  • Ability to work well in a fast-paced environment.
  • Customer-centric mindset with a focus on delivering exceptional service.
Nice to Have
  • Familiarity with Zendesk (ticketing), Confluence (documentation), and Slack (team communication).
About Us

We are a design and marketing partner to millions of small businesses worldwide. For over 20 years, we've been inspired by small businesses and work tirelessly to deliver solutions to their evolving needs. Together, our comprehensive design, digital, and print solution elevates the presence of small businesses in both physical and digital spaces, empowering them to achieve success.

Commitment to Diversity, Equity, & Inclusion

We believe in the unique contributions of everyone within our global organization. We strive to be role models and live an inclusive culture of fairness, respect, and belonging for all. And we work together to empower each other, creating a space where each of us can spark our next great idea.

Equal Opportunity Employer

We are an equal opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national origin, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, or any other protected characteristic.

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