Technical Assistance Specialist

7 days ago

Davao City, Davao, Philippines beBeeSupport Full time $55,000 - $75,000

The team responsible for MIS Support provides Tier 2 technical assistance for global customers, ensuring smooth operations and timely resolution of both critical and low-priority requests. They manage escalations from Tier 1 Support, assist the Incident Management team during urgent incidents, and proactively monitor alerts to prevent disruptions. Their scope also includes troubleshooting complex technical issues, supporting customer configurations, and creating runbooks and documentation for recurring problems.

Key Responsibilities
  • Resolve escalated technical issues from Tier 1 Support in a timely manner.
  • Assist with critical incidents escalated from Incident Management.
  • Provide support for customer configuration issues and questions.
  • Monitor and maintain alerts to reinforce proactive issue response.
  • Collaborate with other support teams and developers to resolve complex challenges.
  • Train Tier 1 Support on best practices, runbooks, and mentoring.
  • Document solutions for repetitive issues by creating documentation and runbooks.
  • Stay up-to-date with the latest technology trends and advancements to provide exceptional support.
Qualifications

We value diverse perspectives and encourage applicants from various backgrounds. You might be a great candidate even if you don't meet all requirements or have different qualifications.

  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Experience working in production/application support roles.
  • Strong knowledge of hardware, software, and network systems.
  • Familiarity with querying languages like SQL, JQL, and LookML.
  • Proficiency with tools such as New Relic, Sumologic, Jira, and Gitlab.
  • Automation experience using scripting tools like Postman, VS Code, etc.
  • Ability to troubleshoot and resolve complex technical issues.
  • Excellent communication and interpersonal skills.
  • Excellent written and verbal communication skills in German and English.
  • Ability to work well in fast-paced environments.
  • Customer-centric mindset with a focus on delivering exceptional service.
Nice to Have
  • Familiarity with Zendesk (ticketing), Confluence (documentation), and Slack (team communication).
Why You'll Thrive Here

This company is an award-winning remote-first organization. We're an inclusive community that values diversity and growth. Our Vista Behaviors exemplify the cultural attributes that make us strong and high-performing.

About Us

This company helps millions of small businesses worldwide through design and marketing solutions. We strive to deliver innovative products that meet evolving customer needs. Our comprehensive solution includes design, digital, and print services, empowering small businesses to achieve success.

Commitment to Diversity, Equity, & Inclusion

We believe in the unique contributions of everyone within our diverse organization. We aim to create an inclusive culture of fairness, respect, and belonging. We empower each other to spark new ideas and innovation.

Equal Opportunity Employer

This company is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to protected characteristics. This includes race, color, sex, national origin, age, disability, medical condition, sexual orientation, gender identity, or any other basis protected by human rights laws.

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