Customer Support Engineer

2 weeks ago

Cebu City, Central Visayas, Philippines Helpware Full time ₱1,500,000 - ₱3,000,000 per year

Position Summary:

Customer Support Engineer is customer-centric and focused on providing application-oriented support. The primary responsibility is to deliver hands-on assistance to external customers, troubleshooting, and resolving issues that impact their experience. The position requires strong communication skills to effectively engage with customers, partners, and both technical and non-technical stakeholders.

Additionally, the role involves developing support documentation, FAQs, and training materials to enhance customer self-service. The candidate will also assist in onboarding new customers and ensuring the smooth implementation of production services.

Role and Responsibilities:

  • Provide technical support for all the client's customers.
  • Technical questions about our services (VOD, IPTV, Photos)
  • Errors or issues reported by customer staff and/or passengers
  • Service impacting issues or outages
  • Troubleshoot and resolve issues by communicating with our customer support organization and partners to understand, document, and analyze all available data related to technical support issues.
  • Develop expertise in all dashboard tools and detailed analytics.
  • Use data to analyze, troubleshoot, and explain issues.
  • Other tools: CLI, networking (e.g. wireshark), Excel
  • Act as the primary point of contact and provide subject matter expertise for support escalations and ensure timely resolution.
  • SME on the client's technology and how it interoperates with 3 party technologies to deliver our services.
  • Monitor system performance, proactively identify potential issues, and work to prevent downtime.
  • Create and maintain documentation, including troubleshooting guides, FAQs, and best practices for customers.
  • Assist in onboarding new customers and providing training on platform features and tools.
  • Stay up to date on industry trends, emerging technologies, and customer needs to continuously enhance support quality.
  • Collaborate with engineering, product, and SRE teams to address customer feedback and implement solutions.

Qualifications:

  • Bachelor's degree in Computer Science, Engineering, or a similar discipline.
  • 3-5 years experience in a similar role with hands-on experience with Linux systems (Ubuntu preferred), Docker, TCP/IP networking (TCP, UDP, HTTP, multicast, DNS).
  • Experience with cloud networking (AWS, Azure, GCP) is a plus.
  • Moderate knowledge and/or a strong desire to learn content distribution technologies as CDN, streaming technologies (e.g., HLS, DASH), multicast, catching technologies, and media formats (e.g., audio/video codecs, metadata, DRM)
  • Soft skills: communication, empathy, and patience

Support Scenarios:

  • Support Tickets/Escalations
  • VOD deliveries failed
  • VOD asset won't play
  • VOD delivery delayed for extended period
  • Photo deliveries failed
  • IPTV channel quality issues
  • IPTV channel won't play
  • Support Information Requests
  • How to configure parameters
  • How to check progress
  • Support Monitoring
  • Monitor delivery progress and key metrics
  • Actively monitor SRT stream metrics.

Job Types: Full-time, Permanent

Benefits:

  • Health insurance
  • Life insurance
  • Paid training
  • Promotion to permanent employee

Work Location: In person

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