Senior Technical Support Specialist

1 day ago

Lipa City, Calabarzon, Philippines beBeeTechnical Full time $80,000 - $120,000
Key Role Summary

The system support engineer is responsible for delivering high-quality technical assistance to customers and stakeholders.

This role requires an expert with strong analytical skills, who can diagnose complex issues, provide effective solutions and ensure timely customer communication.

Responsibilities
  • Lead the diagnosis, troubleshooting and resolution of complex technical issues; act as a trusted advisor to customers providing guidance on root cause analyses and optimization recommendations.
  • Manage critical incidents, escalating cases to engineering teams when necessary and oversee resolutions through to completion.
  • Develop and maintain knowledge sharing processes, mentoring junior engineers and fostering collaboration across the team.
  • Ensure timely updates are provided to stakeholders and customers on ongoing or critical issues.
  • Document key findings, solutions, steps and team processes; review documentation and training for gaps and outdated information.
  • Identify trends, training quality issues and knowledge gaps within the team; report findings to leadership to drive long-term improvements.
Requirements
  • At least 5 years in a technical customer-facing role and/or a degree in computer science or related field; minimum 4 years experience in a service or customer-facing position.
  • Strong problem-solving abilities with excellent verbal and written communication; ability to explain complex concepts clearly to both technical and non-technical users.
  • Proven track record in helping customers, de-escalating conflicts and acting as a constructive advisor to clients.
  • Mentoring experience with junior engineers and creating a collaborative team environment.
  • Ability to manage multiple high-priority tasks in a fast-paced environment, delivering results within required timeframes.
  • Advanced knowledge of Windows, Linux and macOS; strong understanding of networking principles and technologies.
  • Familiarity with cloud platforms and virtualization tools.
  • Experience with databases and scripting languages.
  • Knowledge of DevOps practices and tools.

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