Senior Technical Support Specialist

19 hours ago

Pasig, National Capital Region, Philippines beBeeCareer Full time $85,000 - $110,000
Technical Expert

Are you an accomplished technical expert seeking a challenging opportunity to resolve complex issues and contribute to the enablement and growth of other team members?

We are looking for experienced engineers who can serve as escalation points for high-priority or highly complex issues, lead diagnosis, troubleshooting, and resolution of complex technical issues.

  • Serve as the primary point of contact for resolving critical incidents with rapid responses, effective solutions, and timely customer and stakeholder communication.
  • Escalate cases to engineering teams as needed and manage escalations through to resolution.
  • Mentor, guide, and train junior engineers; share best practices, assist with escalations, develop training materials, and help teammates develop their skills.
  • Act as a trusted advisor to customers with technical guidance, root cause analyses (RCA), proactive optimization recommendations, and detailed updates for ongoing or critical issues.
  • Document root-cause analyses, solutions, troubleshooting steps, and team processes; review documentation and training for gaps and outdated information.
Requirements

For this role, we require:

  • 5+ years in a technical customer-facing role, and/or a Bachelor's Degree in Computer Science, Information Technology, or a related field; at least 4 years' experience in a service or customer-facing role.
  • At least 2 years in a senior or escalation role.
  • Impeccable verbal and written communication; ability to explain technical concepts clearly to technical and non-technical users with easy-to-follow instructions.
  • Strong problem-solving skills with the ability to assess issues, identify root causes, and develop effective solutions under pressure.
  • Experience helping customers, de-escalating conflicts, and acting as a constructive advisor to clients.
  • Mentoring experience with junior engineers and fostering a collaborative team environment.
  • Ability to manage multiple high-priority tasks in a fast-paced environment, delivering issues within or ahead of required timeframes.
  • Advanced knowledge of Windows, Linux, and macOS; strong understanding of networking (TCP/IP, DNS, DHCP, VPN, firewalls).
  • Familiarity with cloud platforms (AWS, Azure, GCP) and virtualization (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).
Benefits

Our company offers:

  • Competitive Health Benefits
  • Continuous Learning and Development Opportunities
  • Team-Oriented, Collaborative, and Innovative Work Environment
  • Regular Company Town Halls to Keep You Informed
  • Opportunities for Career Growth and Advancement
Why Choose Us?

Our organization values integrity, respect, and hard work. We strive to make a lasting impact and provide an exceptional work environment where everyone feels valued and supported.

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