Advanced Technical Support Specialist

2 days ago

Iloilo City, Western Visayas, Philippines beBeeSupport Full time $60,000 - $85,000

Technical Support Engineers play a critical role in ensuring the smooth operation of complex systems and applications.

">Job Description

As a Technical Support Engineer, your primary responsibility will be to provide advanced technical support to customers. This includes troubleshooting and resolving complex technical issues that require in-depth analysis and problem-solving skills.

">Responsibilities
  • Investigate and resolve escalated technical issues through thorough analysis and collaboration with internal teams.
  • Provide expert-level technical support while maintaining a customer-centric approach.
  • Conduct investigations, replicating problems as needed, and collaborate with engineering teams for resolution.
  • Work closely with product teams to identify, document, and escalate bugs or system limitations.
  • Mentor junior support engineers, sharing knowledge and best practices to improve troubleshooting efficiency.
  • Continuously learn and master new technical skills to stay up-to-date with industry developments.
  • Assist in creating and improving knowledge base documentation to help resolve recurring issues.
  • Perform testing and validate bug fixes from the engineering team.
  • Monitor and analyze support trends to proactively identify areas for improvement.
Qualifications
  • 3+ years of experience in technical support 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 systems and applications.
  • Proficiency in using ticketing and chat support systems.
  • Experience working with integrations, debugging API-related issues, and database queries (SQL) for troubleshooting.
  • Familiarity with logging platforms and HR systems is an asset.
Ninja Benefits
  • Competitive compensation and benefits package.
  • Opportunities for skills training and professional development.
  • Employee referral program and bonus incentives.

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