Software Integration Specialist

2 weeks ago

Ayala Alabang, National Capital Region, Philippines beBeeSupportEngineer Full time $90,000 - $110,000
About the Role

Our organization is seeking an exceptional Product Support Engineer - Integration to join our 24x7 support team. This role plays a vital part in ensuring customers receive outstanding support experiences.

  • You will be responsible for understanding customer issues, identifying problems, and providing timely solutions and workarounds.
  • As a member of our Product Support Team, you will process Level 3 support tickets and assist with chat volume as needed.
  • Additionally, you will assist with advanced technical escalations, reproduce issues, and provide feasible solutions or workarounds.

This position requires you to take ownership of SDK, OEM, and Platform issues, providing Subject Matter Expert (SME) level support with designated areas of expertise.

You will also resolve or coordinate the resolution of SDK, OEM, and Platform issues with internal teams or external application support teams when necessary.

Furthermore, you will handle client escalations, ensure issues are reported, tracked, followed up on, and escalated in a timely manner.

In addition to your responsibilities, you will participate in weekly meetings with the Product Team, share ideas, and escalate any issues requiring immediate attention.

You will also participate in reviews and refreshers for process improvement, conduct training for new team members, and identify opportunities for team improvement.

The ideal candidate will have experience working in Technical Implementation, Professional Services, or Technical Consulting roles, preferably in SaaS/iPaaS companies.

A passion for customer success and experience working in Implementation/Technical Professional Services organizations is essential.

Advanced knowledge of integration/automation technology and business applications such as Salesforce, Google Suites, QuickBooks, and others is a plus.

We seek an individual with excellent verbal and written communication skills, a strong analytical mindset, and the ability to work independently with minimal supervision.

The successful candidate will also possess excellent organization and time management skills, empathy, and a keen sense of escalating issues timely and appropriately.

The Product Support Team provides 24x7x365 support, and we require flexibility to work morning, mid, overnight shifts.

Experience in technical troubleshooting and debugging skills is crucial, with at least 2 years of experience preferred.

We encourage candidates to apply if they believe they can excel in this role, addressing how they meet the requirements stated above by sharing relevant experience, skill sets, and knowledge.

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