Data Technology Specialist

2 days ago

Pulong Santa Cruz, Calabarzon, Philippines beBeeTechnical Full time ₱60,000 - ₱90,000
About the Technical Support Engineer Role

The Technical Support Engineer is responsible for providing expert technical assistance to customers across a range of environments. This includes standard and custom deployments, as well as supported LTS upgrades.

Key responsibilities include answering technical questions, assisting with issue reproduction and root cause analysis, and providing solutions to customers through various channels.

The TSE will also be responsible for coordinating with internal teams, including Support leadership, Engineering, Product, and Accounts, to ensure seamless delivery of services to customers.

A strong understanding of SEP and Galaxy technologies is essential for success in this role, as well as excellent communication and problem-solving skills.

This is an exciting opportunity for a motivated and technically skilled individual to join our team and contribute to delivering exceptional customer experiences.

Responsibilities:
  • Technical Support:
    • Provide support for standard and custom deployments
    • Answer break/fix and non-break/fix technical questions through ticketing systems
    • Efficiently reproduce reported issues by leveraging tools, identify root causes, and provide solutions
    • Open bug reports in Jira and feature requests in Aha
  • LTS Upgrades:
    • Provide upgrade support upon customer request
    • Communicate unsupported LTS requests to the Account team as these require additional services
  • Monthly Technical Check-ins:
    • Conduct regularly scheduled technical check-ins with each BU
    • Discuss open support tickets, provide updates on product bugs, and provide best practice recommendations based on observations and ticket trends
    • Responsible for ensuring customer environments are on supported LTS versions
  • Knowledge Sharing/Technical Enablement:
    • Contribute to reference documentation
    • Lead peer training
    • Consultant to content teams
    • Own personal technical education journey
  • Project Involvement:
    • Contribute to or drive components of departmental and cross-functional initiatives
  • Partner with Leadership:
    • Identify areas of opportunity with potential solutions for inefficiencies or obstacles within the team and cross-functionally
    • Provide feedback to your manager on continued education opportunities, project ideas, etc.

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