Senior Technical Expert

11 hours ago

Caloocan City, National Capital Region, Philippines beBeeTechnical Full time $90,920 - $118,480
Job Title

We are seeking a seasoned expert in technical support to join our team. As a senior technical support engineer, you will be responsible for leading the diagnosis, troubleshooting, and resolution of complex technical issues.

Key Responsibilities:
  • Serve as the escalation point for high-priority or highly complex issues.
  • Own and resolve critical incidents, ensuring rapid responses and effective solutions.
  • Escalate cases to engineering teams as needed and manage those escalations through to resolution.
  • Mentor junior engineers, sharing best practices and developing new training materials.
  • Act as a trusted advisor to customers, providing clear and actionable insights and technical guidance.
  • Rigorously document root-cause analyses, technical solutions, and troubleshooting steps.
  • Closely monitor engineering escalations to identify trends and knowledge gaps.
  • Participate in an on-call rotation for after-hours support to handle critical incidents.
  • Monitor incoming tickets and analyze customer environments to identify potential technical issues.
  • Continuously seek out process improvements to enhance the efficiency and effectiveness of the support team.
Requirements:
  • 5+ years in a technical customer-facing role, or equivalent experience.
  • At least 2 years in a senior or escalation role.
  • Impeccable verbal and written communication skills.
  • Exceptional problem-solving skills and ability to develop effective solutions under pressure.
  • Experience working with customers, de-escalating conflicts, and mentoring junior engineers.
  • Ability to manage multiple high-priority tasks in a fast-paced environment.
  • Advanced knowledge of popular operating systems (Windows, Linux, MacOS).
  • Strong understanding of networking fundamentals.
  • Familiarity with cloud platforms and virtualization technologies.
  • Experience with databases and scripting languages.
  • Familiarity with DevOps tools and practices.

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