Technical Support Expert

2 weeks ago

Imus, Calabarzon, Philippines beBeeTechnical Full time $90,000 - $150,000
Senior Technical Support Engineer Role

This senior technical support engineer role involves leading complex issue resolution and providing expert technical guidance to customers.

Key Responsibilities:
  • Serve as an escalation point for high-priority or highly complex issues, leading diagnosis, troubleshooting, and resolution of these issues.
  • Own and resolve critical incidents with rapid responses, effective solutions, and timely customer communication.
  • Mentor, guide, and train junior technical support engineers, sharing best practices, assisting with escalations, developing training materials, and helping teammates improve their skills.
  • Act as a trusted advisor to customers, offering technical guidance, root cause analyses (RCA), proactive optimization recommendations, and detailed updates on ongoing or critical issues.
Requirements:
  • 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.
  • At least 2 years in a senior or escalation role.
  • Exceptional verbal and written communication skills, enabling the ability to explain technical concepts clearly to both technical and non-technical users through easy-to-follow instructions.
  • Strong problem-solving skills, allowing for assessment of issues, identification of root causes, and development of effective solutions under pressure.

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