Exceptional Technical Support Specialist

2 days ago

Calamba, Calabarzon, Philippines beBeeSupport Full time $60,000 - $100,000
Job Overview

The Technical Support team provides comprehensive technical assistance to customers worldwide, ensuring seamless operations and timely resolution of both high-priority and low-priority requests. This team manages escalations from Tier 1 Support, assists the Incident Management team during urgent incidents, and proactively monitors alerts to prevent disruptions.

We are seeking an exceptional Technical Support Engineer to join our team. As a key member, you will be responsible for responding to and resolving escalated technical issues from Tier 1 Support.

Key Responsibilities
  • Responding to and resolving escalated technical issues from Tier 1 Support.
  • Assisting with critical incidents escalated from Incident Management.
  • Providing support with configuration issues and questions.
  • Monitoring and alerting, reinforcing a proactive issue response mindset.
  • Collaborating with other support teams and developers to resolve complex challenges.
  • Assisting Tier 1 support with training, runbooks, and mentoring.
  • Creating documentation and runbooks by identifying and documenting solutions for repetitive issues.
Required Skills & Qualifications
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • Experience working in a production/application support role.
  • Strong knowledge of hardware, software, and network systems.
  • Familiarity with querying languages like SQL, JQL, and LookML.
  • Experience with tools such as New Relic, Sumologic, Jira, and Gitlab.
  • Automation experience using scripting tools like Postman, VS Code, etc.
  • Experience with troubleshooting and resolving complex technical issues.
  • Able to read error messages and stack traces and translate them into action.
  • Knowledge of cloud-based services such as AWS.
  • Experience with RESTful JSON services is a plus.
  • Excellent communication and interpersonal skills.
  • Ability to work well in a fast-paced and constantly changing environment.
  • Customer-centric mindset with a strong focus on delivering exceptional service.
Why You'll Love Working Here

Our company values diversity, equity, and inclusion, fostering a collaborative culture that empowers each employee to spark their next great idea.

As a remote-first organization, we prioritize flexibility and offer a range of benefits to support your well-being and success.

Equal Opportunity Employer

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