Technical Support Lead

1 day ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeTechnical Full time $80,000 - $150,000
Job Title: Technical Support Lead

About the Role:

This is a leadership position that requires exceptional technical expertise and excellent communication skills. The successful candidate will be responsible for managing complex technical issues, providing guidance to junior engineers, and ensuring seamless customer experiences.

Job Description:

Key Responsibilities:

The Senior Technical Support Engineer will serve as the escalation point for high-priority or highly complex issues. This involves leading the diagnosis, troubleshooting, and resolution of complex technical issues. The engineer will own and resolve critical incidents, ensuring rapid responses, effective solutions, and timely communication to customers and stakeholders.

  • Main Tasks:
  • Diagnose and troubleshoot complex technical issues using advanced problem-solving skills.
  • Develop and implement effective solutions to complex technical issues.
  • Escalate cases to engineering teams as needed and manage those escalations through to resolution.
  • Mentor and guide junior engineers in their technical development.
  • Act as a trusted advisor to customers, providing clear and actionable insights on technical matters.
  • Document root-cause analyses, technical solutions, troubleshooting steps, and team processes.

Qualifications:

  • A minimum of 5 years of experience in a technical customer-facing role.
  • At least 4 years of experience in a senior or escalation role.
  • Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
  • Exceptional problem-solving skills, with the ability to quickly assess issues and develop effective solutions under pressure.
  • Advanced knowledge of popular operating systems (Windows, Linux, MacOS), networking protocols, and cloud platforms.
  • Experience with databases, scripting languages, and DevOps tools.

Benefits:

As a valued member of our team, you can expect a competitive salary package, comprehensive benefits, and opportunities for professional growth and development.

Working Environment:

Our team works collaboratively in a fast-paced environment, prioritizing customer satisfaction and excellence in everything we do.

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