Technical Expert and Customer Advocate

3 days ago

Caloocan City, National Capital Region, Philippines beBeeEnterpriseSupport Full time ₱926,091 - ₱1,670,419
Job Opportunity:

Enterprise Support Professional

About the Role:

The Enterprise Support Professional will be embedded within a cross-functional environment where technical expertise meets customer-facing support. This role involves interacting with customers daily as they encounter complex issues while using software in various environments.

  • You may troubleshoot performance problems by analyzing system logs or collaborate with product teams to ensure that bug reports are reproducible.
  • This is not just a title - you will work closely with engineers, collaborating on source code improvements and optimizing processes within our issue tracker.

This position requires diving deep into our codebase to identify and resolve customer issues.

Responsibilities:
  • Provide comprehensive support to customers through multiple channels, including tickets, merge requests, and video conferencing.
  • Collaborate with development, infrastructure, and sales teams to build new features and address bugs.
  • Develop and update documentation based on customer interactions.
  • Participate in regular rotations for on-call coverage, providing emergency support to customers worldwide.
Requirements:
  • Experience in managing customer cases from initial inquiry to resolution.
  • Strong understanding of Linux systems administration (equivalent knowledge to LFCE or RHCE).
  • Ability to write scripts in languages like Ruby or Bash and use MVC frameworks such as Ruby on Rails.
  • Proficiency in Git and CI/CD pipelines.
  • Expertise in writing support content and explaining complex technical topics to varied audiences.
Why Choose Us:

Our global Support team values diversity and inclusion. We encourage candidates with varying levels of experience to apply, as many successful candidates have exceeded expectations.

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