Technical Expert

1 day ago

Taguig, National Capital Region, Philippines beBeeCustomer Full time $60,000 - $90,000
Job Title: Technical Expert - Customer Support and Digital Services

This role requires a high level of technical expertise in troubleshooting, domain specialization, and case mentoring for other team members.

Key Responsibilities:
  • Serve as the highest-level product critical issue point before cases move to senior specialists and product/technology teams.
  • Conduct deep-dive investigations into recurring or sensitive customer issues.
  • Provide mentorship, case coaching, and QA insights to other team members.
  • Collaborate with product, engineering, product SMEs, and content SMEs to validate product defects and feature gaps.
  • Act as interim case owner of high-risk, urgent, or VIP customer cases.
  • Assist in root cause analysis and postmortems for major support incidents.
  • Lead case debriefs and deliver knowledge share sessions within the team.
  • Proactively contribute to product documentation, internal training materials, and support workflows.
  • Conduct in-depth case analysis and deliver actionable insights to support decision-making and continuous improvement efforts.
Types of Issues Resolved:
  • Recurrent product faults that bypass Tier 2 troubleshooting logic.
  • Partial or inconsistent product failures requiring multi-layer analysis.
  • First-contact identification of newly surfaced bugs or edge cases.
  • Support-driven reproduction steps and product behavior patterns.
  • Failures involving integrations across multiple tools or data pipelines.
  • Issues that require reading logs, API traces, or data payloads.
  • Strategic account issues or support for pilot programs.
  • Direct technical handling of customer concerns flagged as critical to business.
  • QA review and improvement planning of Tier 2 case handling.
  • Identifying training opportunities and contributing to policy updates.

As a Technical Expert - Customer Support and Digital Services, you will be responsible for providing expert-level support to customers, identifying and resolving complex technical issues, and contributing to the development of new products and services. If you have a passion for technology and enjoy working in a fast-paced environment, this could be the perfect opportunity for you.

To succeed in this role, you will need to possess excellent technical skills, strong analytical and problem-solving abilities, and excellent communication and interpersonal skills. You will also need to be able to work effectively in a team environment and prioritize tasks to meet deadlines.

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