Advanced Technical Support Specialist

7 days ago

Dasmariñas, Calabarzon, Philippines beBeeTechnical Full time $60,000 - $90,000
Job Summary

We are seeking a skilled Technical Support Engineer to join our support team. As a Technical Support Engineer, you will be responsible for providing advanced technical support to customers while maintaining a customer-first approach.

Key Responsibilities:
  • Act as the primary escalation point for complex technical issues that require in-depth troubleshooting and resolution.
  • Provide technical support while being empathetic, accurate, compassionate, responsive, resourceful, and detail-oriented.
  • Conduct thorough investigations of escalated issues, replicating problems as needed and collaborating with internal teams for resolution.
  • Work closely with Engineering and Product teams to identify, document, and escalate bugs or system limitations.
  • Mentor and guide L1 Support Engineers, sharing knowledge and best practices to improve troubleshooting efficiency.
  • Continuously learn, master, and share technical knowledge.
  • Assist in creating and improving knowledge base documentation with solutions to recurring and newly discovered issues.
  • Perform testing and validate bug fixes from Engineering teams.
  • Monitor and analyze support trends to proactively identify recurring issues and propose long-term solutions.
  • Ensure timely follow-ups and updates to customers on escalated cases, maintaining transparency throughout the resolution process.
Qualifications:
  • 3+ years of technical support experience, with at least 1 year handling escalations or advanced troubleshooting in a SaaS environment.
  • Strong background in customer service and technical problem-solving.
  • Proven ability to diagnose and troubleshoot complex SaaS applications.
  • Proficiency in using Zendesk or similar ticketing and chat support systems.
  • Experience working with SaaS integrations and debugging API-related issues.
  • Familiarity with database queries (SQL) for troubleshooting.
  • Experience using Datadog or other logging platforms for log analysis.
  • Experience working with engineering teams to report and resolve product bugs.

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