Advanced Technical Support Specialist

13 hours ago

Bacoor, Calabarzon, Philippines beBeeSupport Full time $90,000 - $120,000
Technical Support Professional - Advanced Issue Resolution

At our organization, we're dedicated to delivering top-notch data security by placing identity at the forefront. This entails providing unparalleled visibility and control.

Our team is comprised of highly skilled and motivated employees who work tirelessly to engineer and support innovative solutions. These are relied upon daily by professionals across numerous organizations worldwide.

Over time, we've expanded our market presence through innovation, organic growth, and strategic acquisitions. We're proud to be backed by esteemed private equity firms, TA Associates and Centerbridge Partners.

We maintain a global presence, fostering a remote-first work environment while encouraging frequent face-to-face interaction with colleagues, customers, and partners.

Job Overview

As a senior technical support professional, you'll serve as an escalation point for high-priority or complex issues. Your responsibilities will include diagnosing, troubleshooting, and resolving technical problems in a timely manner.

Responsibilities:

  • Lead the diagnosis, troubleshooting, and resolution of complex technical issues.
  • Own and resolve critical incidents, ensuring rapid responses, effective solutions, and timely communication to stakeholders.
  • Escalate cases to engineering teams as needed and manage those escalations through to resolution.
  • Mentor and guide junior engineers, sharing best practices and developing new training materials.
  • Act as a trusted advisor to customers, providing clear and actionable insights including technical guidance and root cause analyses.
  • Rigorously document root-cause analyses, technical solutions, and troubleshooting steps, and regularly review existing documentation for knowledge gaps.
  • Closely monitor your engineering escalations to identify trends and knowledge gaps, and regularly report findings to leadership.
  • Participate in an on-call rotation for after-hours support to handle critical incidents as needed.

Qualifications

  • You have 5+ years of experience in a technical customer-facing role, and/or a Bachelor's Degree in Computer Science or a related field.
  • You've spent at least 2 years in a senior or escalation role.
  • You're an exceptional communicator, with the ability to explain technical concepts clearly to both technical and non-technical users.
  • You've got advanced problem-solving skills, with the ability to quickly assess issues and develop effective solutions under pressure.
  • You're passionate about mentoring and guiding junior engineers, leading by example and fostering a collaborative team environment.
  • You have proven ability to manage multiple high-priority tasks in a fast-paced environment.
  • You have advanced knowledge of popular operating systems, networking fundamentals, cloud platforms, virtualization technologies, databases, scripting languages, and DevOps tools.

Why You'll Thrive Here

  • Continuous Learning and Development Opportunities
  • Collaborative and Innovative Work Environment

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