Expert Technical Support Specialist

1 week ago

Pasay, National Capital Region, Philippines beBeeTechnical Full time $80,000 - $150,000
Senior Technical Support Engineer

The role of Senior Technical Support Engineer is crucial for the organization. It requires a combination of technical expertise, strong communication skills, and the ability to work effectively in a fast-paced environment.

Leading Complex Issue Resolution

  • As an escalation point for high-priority or highly complex issues, you will lead the diagnosis, troubleshooting, and resolution of complex technical issues.
  • Ownership of critical incidents ensures rapid responses, effective solutions, and timely communication to customers and stakeholders.

Mentorship and Guidance

  • You will mentor, guide, and train other technical support engineers, sharing best practices, collaborating on their escalations, developing new training materials, and helping them develop their skills.
  • Acting as a trusted advisor to our customers, you will provide clear and actionable insights including technical guidance, root cause analyses (RCA), proactive recommendations for system optimization, and regular detailed updates for ongoing or critical issues.

Knowledge Documentation and Sharing

  • Root-cause analyses, technical solutions, troubleshooting steps, and team processes are rigorously documented and regularly reviewed for knowledge gaps and out-of-date information.
  • Closely monitoring engineering escalations to identify trends (usability issues, bugs, common performance issues), training quality issues, and knowledge gaps, you will regularly report findings to leadership to help implement long-term solutions to recurring problems.

Required Qualifications and Skills

  • You possess 5+ years of experience in a technical customer-facing role, and/or a Bachelor's Degree in Computer Science, Information Technology, or related field with at least 4 years' experience in a service or customer-facing role.
  • Exceptional problem-solving skills enable you to quickly assess issues, identify root causes, and develop effective solutions under pressure.
  • Advanced knowledge of popular operating systems (Windows, Linux, MacOS)
  • Familiarity with cloud platforms (AWS, Azure, GCP) and virtualization technologies (VMware, Hyper-V).

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