Highly Experienced Technical Support Specialist

20 hours ago

Iloilo City, Western Visayas, Philippines beBeeTechnical Full time $90,000 - $120,000

Job Overview

Senior Technical Support Engineer Role
  • This position is an escalation point for high-priority or highly complex issues, leading diagnosis, troubleshooting, and resolution of complex technical issues.
  • Mentor, guide, and train other technical support engineers, sharing best practices, collaborating on escalations, developing new training materials, and helping them develop their skills.

Key Responsibilities:

  • Provide exceptional technical support to customers, including resolving complex technical issues and escalating cases to engineering teams as needed.
  • Act as a trusted advisor to our customers, giving clear and actionable insights, including technical guidance, root cause analyses (RCA), proactive recommendations for system optimization, and regular detailed updates for ongoing or critical issues.
  • Closely monitor your engineering escalations to identify trends (usability issues, bugs, common performance issues), training quality issues, and knowledge gaps, and regularly report findings to leadership to help implement long-term solutions to recurring problems.

Requirements

  • At least 5 years in a technical customer-facing role, with a Bachelor's Degree in Computer Science, Information Technology, or related field, or at least 4 years' experience in a service or customer-facing role.
  • At least 2 years in a senior or escalation role.
  • Exceptional verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical users and provide easy-to-follow, step-by-step instructions for solving complex issues.
  • Exceptional problem-solving skills, with the ability to quickly assess issues, identify root causes, and develop effective solutions under pressure.

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