Expert Technical Support Specialist

1 week ago

Taguig, National Capital Region, Philippines beBeeProblemSolving Full time $100,000 - $130,000
Job Opportunity

We are seeking an experienced technical support specialist to join our team.

About the Role

The ideal candidate will be responsible for resolving complex technical issues, mentoring junior engineers, and contributing to the growth of other team members.

Key Responsibilities

  • Serve as the escalation point for high-priority or highly complex issues; lead diagnosis, troubleshooting, and resolution of complex technical issues.
  • Own and resolve critical incidents with rapid responses, effective solutions, and timely communication.
  • Mentor, guide, and train other technical support 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, 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analyses, solutions, troubleshooting steps, and team processes; review documentation and training for gaps and outdated information.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

  • 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.

What We Offer

  • Next-Level Customer Focus
  • Excellence
  • Transparent Ownership
  • Winning with Clear Thinking
  • Relentless Innovation
  • Industry-Leading Expertise
  • eXceptional Together

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