Senior Technical Operations Specialist

4 days ago

Quezon City, National Capital Region, Philippines beBeeTechnical Full time $80,000 - $120,000
Job Description

Overview: We are seeking a Senior Technical Support Engineer to join our team. As a senior member of our support team, you will be responsible for resolving complex technical issues and contributing to the enablement and growth of other team members.

Key Responsibilities:

  • Serve as the escalation point for high-priority or highly complex issues; lead diagnosis, troubleshooting, and resolution of complex technical issues.
  • Own and resolve critical incidents with rapid responses, effective solutions, and timely customer communication.
  • Escalate cases to engineering teams as needed and manage escalations through to resolution.
  • Mentor, guide, and train other technical support engineers; share best practices, assist with escalations, develop training materials, and help teammates develop their skills.
  • Act as a trusted advisor to customers with technical guidance, root cause analyses (RCA), proactive optimization recommendations, and detailed updates for ongoing or critical issues.
  • Document root-cause analyses, solutions, troubleshooting steps, and team processes; review documentation and training for gaps and outdated information.
  • Monitor engineering escalations to identify trends, training quality issues, and knowledge gaps; report findings to leadership to support long-term improvements.
  • Participate in an on-call rotation for after-hours support to handle critical incidents as needed.

Requirements:

  1. 5+ years in a technical customer-facing role, and/or a Bachelor's Degree in Computer Science, Information Technology, or a related field; at least 4 years' experience in a service or customer-facing role.
  2. At least 2 years in a senior or escalation role.
  3. Impeccable verbal and written communication; ability to explain technical concepts clearly to technical and non-technical users with easy-to-follow instructions.
  4. Strong problem-solving skills with the ability to assess issues, identify root causes, and develop effective solutions under pressure.
  5. Experience helping customers, de-escalating conflicts, and acting as a constructive advisor to clients.
  6. Mentoring experience with junior engineers and fostering a collaborative team environment.
  7. Ability to manage multiple high-priority tasks in a fast-paced environment, delivering issues within or ahead of required timeframes.
  8. Advanced knowledge of Windows, Linux, and macOS; strong understanding of networking (TCP/IP, DNS, DHCP, VPN, firewalls).
  9. Familiarity with cloud platforms (AWS, Azure, GCP) and virtualization (VMware, Hyper-V).
  10. Experience with databases (SQL, MySQL, PostgreSQL, Oracle) and scripting (Python, Bash, PowerShell).
  11. Familiarity with DevOps tools and practices (Azure, CI/CD, Docker, Kubernetes).
  12. Other technical experience: Endpoint security, systems administration, software deployment and management, and understanding of standards such as GDPR, HIPAA.
Our Values

Key Principles:

  • Next-Level Customer Focus
  • Excellence
  • Transparent Ownership
  • Winning with Clear Thinking
  • Relentless Innovation
  • Industry-Leading Expertise
  • eXceptional Together

Why Join Us?

  • Competitive Health Benefits
  • Continuous Learning and Development Opportunities
  • Team-Oriented, Collaborative, and Innovative Work Environment
  • Regular Company Town Halls to Keep You Informed
  • Opportunities for Career Growth and Advancement

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