Experienced Technical Support Engineer Wanted

4 days ago

Lipa City, Calabarzon, Philippines beBeeTechnical Full time $120,000 - $140,000
Technical Support Engineer Position

We are seeking a skilled Technical Support Engineer to join our team.

This role involves working as an individual contributor, accepting escalated issues, collaborating with product and engineering teams, and contributing to internal support documentation.

The successful candidate will have experience in a technical customer-facing role, exceptional problem-solving skills, and the ability to explain technical concepts clearly to both technical and non-technical users.

Key Responsibilities:
  • Serve as the escalation point for high-priority or complex technical issues and lead diagnosis, troubleshooting, and resolution efforts.
  • Own critical incidents, ensuring rapid responses, effective solutions, and timely customer communication.
  • Escalate cases to engineering teams as needed and manage those escalations until resolution.
  • Mentor, guide, and train junior engineers, sharing best practices, collaborating on escalations, developing new training materials, and helping them develop their skills.
  • Act as a trusted advisor to customers, providing clear and actionable insights, including technical guidance, root cause analyses, proactive recommendations, and regular updates.
  • Document root-cause analyses, technical solutions, troubleshooting steps, and team processes, and regularly review existing documentation and training for knowledge gaps and outdated information.
  • Monitor engineering escalations to identify trends, report findings to leadership, and implement long-term solutions to recurring problems.
  • Participate in an on-call rotation for after-hours support to handle critical incidents.
  • Monitor incoming tickets, analyze customer environments, and provide proactive recommendations to improve system performance and stability.
Requirements:
  • At least 5 years of experience in a technical customer-facing role, or a Bachelor's Degree in Computer Science or related field with at least 4 years of service or customer-facing experience.
  • Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users.
  • Exceptional problem-solving skills, with the ability to quickly assess issues, identify root causes, and develop effective solutions under pressure.
  • Energized by helping people and experience working with customers, de-escalating conflicts, and being an advisor to clients.
  • Passionate about mentoring, guiding junior engineers, and fostering a collaborative team environment.
  • Proven ability to manage multiple high-priority tasks in a fast-paced environment, ensuring all customer issues are handled within required timeframes.
  • Advanced knowledge of popular operating systems (Windows, Linux, MacOS).
  • Strong understanding of networking (TCP/IP, DNS, DHCP, VPN, firewalls).
  • Familiarity with cloud platforms (AWS, Azure, GCP) and virtualization technologies (VMware, Hyper-V).
  • Experience with databases (SQL, MySQL, PostgreSQL, Oracle) and scripting (Python, Bash, Powershell).
  • Familiarity with DevOps tools and practices (Azure, CI/CD, Docker, Kubernetes).
  • Other Technical Experience: Security, Servers, Windows Administration.
About Us

We are a leading provider of data security solutions that place identity at the core, providing unparalleled visibility and control. Our team of over 900 highly talented employees work together to serve more than 13,500 organizations worldwide.

Our mission is to revolutionize data security by delivering innovative solutions that help organizations protect their sensitive information. We achieve this through continuous innovation, organic growth, and strategic acquisitions.

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