Advanced Technical Support Specialist

2 days ago

Taguig, National Capital Region, Philippines beBeeTechnical Full time ₱350,000 - ₱600,000
Job Description

A Technical Support Engineer is responsible for providing advanced technical support to customers while maintaining a customer-first approach. This role involves troubleshooting complex technical issues, conducting thorough investigations, and collaborating with internal teams for resolution.

Responsibilities:
  • Serve as the primary escalation point for complex technical issues.
  • Provide advanced technical support while maintaining a customer-first approach.
  • Conduct thorough investigations of escalated issues, replicating problems as needed.
  • Work closely with Engineering and Product teams to identify and escalate bugs or system limitations.
  • Mentor and guide L1 Support Engineers, sharing knowledge and best practices.
  • Continuously learn, master, and share technical knowledge.
  • Assist in creating and improving knowledge base documentation.
  • Perform testing and validate bug fixes from Engineering team.
  • Monitor and analyze support trends to proactively identify recurring issues.
  • Ensure timely follow-ups and updates to customers on escalated cases.
Qualifications
  • 3+ years of technical support experience, with at least 1 year handling escalations or advanced troubleshooting.
  • Strong background in customer service and technical problem-solving.
  • Proven ability to diagnose and troubleshoot complex SaaS applications.
  • Proficiency in using ticketing and chat support systems.
  • Experience working with SaaS integrations and debugging API-related issues.
  • Familiarity with database queries (SQL) for troubleshooting.
  • Experience using logging platforms for log analysis.
  • Experience working with engineering teams to report and resolve product bugs.
Benefits
  • Competitive compensation.
  • Adherence to government-mandated benefits.
  • Retirement Savings Program with Company Matching.
  • Life Insurance.
  • Paid time off, birthday leave.
  • Bonus and incentive plans.
  • Opportunities for skills training and personal and professional development.
  • Employee Referral Program.

At our organization, we strive to create an environment that fosters growth, learning, and teamwork. If you are passionate about delivering exceptional customer experiences and staying up-to-date with the latest technology trends, we encourage you to apply for this exciting opportunity.

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