Technical Support Engineer Lead

4 days ago


Quezon City, National Capital Region, Philippines SupportNinja Full time ₱1,200,000 - ₱3,600,000 per year

Empower Teams, Elevate Experiences: Become Our Technical Support Engineer Team Leader

Work Set Up:
Onsite at the Sanctum, SM North EDSA, Quezon City

The
Technical Support Engineer Team Leader
will be responsible for leading and managing a team of representatives to ensure the delivery of exceptional customer experiences. This role will coach, mentor, and guide team members, while driving performance, productivity, and operational efficiency.

What You'll Do

  • Provide effective leadership and supervision to a team of representatives
  • Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives
  • Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a
  • positive and collaborative team environment
  • Address employee concerns, conflicts, and performance issues in a timely and effective manner
  • Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs)
  • Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency
  • Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows
  • Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction
  • Stay updated with industry best practices and trends to drive process improvements and innovation within the team
  • Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members
  • Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles
  • Collaborate with other team leads and managers to share best practices and implement consistent processes
  • Serve as a point of contact for escalations and handle customer inquiries or complaints as needed
  • Contribute to team meetings and participate in organizational initiatives to drive positive change and growth
  • Provide reports on team performance as required
  • Regularly communicate with clients as needed
  • Adhere to company policies and procedures
  • Meet or exceed performance targets for related KPIs
  • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
  • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
  • Perform other duties as assigned

What we are looking for

  • 3 years' experience in a role equivalent to the representatives the role will support
  • Minimum of 1 year experience in a leadership or supervisory role, preferably in a call center environment
  • Previous client-facing experience preferred
  • Strong communication skills, both verbal and written
  • Strong knowledge and understanding of customer service and technical support principles and practices
  • Strong problem-solving and decision-making skills
  • Excellent interpersonal to interact with team members and stakeholders at all levels.
  • Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences
  • Results-oriented mindset with a focus on driving operational excellence and continuous improvement
  • Proficiency in using customer service software and tools such as CRM
  • Proficient in using computers and various software applications
  • Working knowledge on Windows, Mac OS, and Linux devices, including understanding the package manager of each OS and how devices receive updateability to read, write, execute, and troubleshoot SQL statements
  • Ability to read, write, execute, and troubleshoot PowerShell, Bash, and/or Python scripts
  • Ability to read, write, and understand API scripts (Rest and Swagger)
  • Knowledge of anti-virus solutions and Endpoint Protection Platforms (EPP) and how they interact with scripts run on devices
  • Basic understanding of proxy and firewalls
  • Knowledge of configuration and use of one or more of the following: JAMF, WSUS, SCCM, and MDMs
  • Ability to read JSON file
  • Knowledge of how to troubleshoot update deployments for Windows, Mac, and/or Linux operating systems, including understanding the package manager for each OS and how devices receive updateability to write accurate, clear, and detailed customer-facing knowledge-based articles
  • Experience in working with multi-divisional, multi-geographical customers
  • Experience with AWS LaaS is desirable

Ninja Perks and Benefits

  • Competitive compensation
  • Beautiful facility & Free Meals for onsite positions
  • Adherence to government-mandated benefits
  • Retirement Savings Program with Company Matching
  • Life Insurance
  • HMO on day 1
  • Paid time off, birthday leave
  • Opportunities for skills training and personal and professional development
  • Employee referral program
  • 10% onsite allowance

Experience
infinite fun
so you can have
infinite growth
. Discover
A Better Way to Grow
Are you ready?

Fast-track your application and dive straight into your next big opportunity, Access your Instant Interview here:

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja
is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.



  • Quezon City, National Capital Region, Philippines SupportNinja Full time ₱900,000 - ₱1,200,000 per year

    Work Set Up:Onsite at the Sanctum, SM North EDSA, Quezon CityTheTechnical Support Engineer Team Leaderwill be responsible for leading and managing a team of representatives to ensure the delivery of exceptional customer experiences. This role will coach, mentor, and guide team members, while driving performance, productivity, and operational efficiency.What...


  • Quezon City, National Capital Region, Philippines Valueline Systems & Solutions Corp. Full time ₱800,000 - ₱1,200,000 per year

    Who We AreValueline Systems and Solutions Corp. is a pioneer in IT solutions in the Philippines, established in 2000 as an IBM Business Partner. Evolving with technology, we have embraced Amazon Cloud early on and are now recognized as an Advanced Consulting Partner of Amazon Web Services (AWS). We proudly serve top corporations with a commitment to quality...


  • Quezon City, National Capital Region, Philippines Advanced Energy Management Limited Full time

    Press Tab to Move to Skip to Content LinkSelect how often (in days) to receive an alert: Create AlertPosition Title: Technical Support EngineerAbout Advanced EnergyAdvanced Energy Industries, Inc. (NASDAQ: AEIS), enables design breakthroughs and drives growth for leading semiconductor and industrial customers. Our precision power and control technologies,...


  • Quezon City, National Capital Region, Philippines Thunes Full time

    OverviewBased in our vibrant Manila office, you will report directly to the TechOps Team Lead, becoming a vital part of a team dedicated to ensuring the stability, performance, and integrity of our global payment platform. This position offers an exciting opportunity to operate on an international stage, collaborating with household names in the FinTech...


  • Quezon City, National Capital Region, Philippines Robert Walters Full time ₱900,000 - ₱1,200,000 per year

    A leading global technology provider is seeking a Senior Technical Support Engineer specialising in Network and Security to join their expert team based in Eastwood, Quezon City.This is an exceptional opportunity for you to bring your technical expertise to a collaborative environment where your problem-solving skills will make a real difference to customers...


  • Quezon City, National Capital Region, Philippines I2s Business Solutions Full time ₱1,200,000 - ₱2,400,000 per year

    Provide technical support and end-user computing services in an offshore delivery center environmentTroubleshoot and manage issues related to Windows desktops, laptops, and virtual desktop infrastructure (VDI)Configure and maintain Layer 3 networking (routing, VLAN, trunk); Cisco certification or equivalent hands-on experience requiredAdminister and support...


  • Quezon City, National Capital Region, Philippines Toshiba Global Commerce Solutions Full time ₱900,000 - ₱1,200,000 per year

    Toshiba Global Commerce Solutions is looking for Software Technical Support Engineer to provide technical support to customers and be part of the testing regime to ensure delivery of high quality, world class software applications, with high customer satisfaction.Role & Responsibilities:Get involved in the entire lifecycle of the SDLCUnderstand the...


  • Makati City, National Capital Region, Philippines Wordtext Systems Incorporated Full time ₱1,200,000 - ₱2,400,000 per year

    Job descriptionWordtext Systems, Inc. (WSI) is looking for passionate, adaptable, efficient, and hardworking individuals who are looking to grow their careers in the corporate world."Who is Wordtext Systems, Inc?"We are a pioneer in local IT product distribution, delivering specialized IT hardware and software products critical to the business requirements...


  • Makati City, National Capital Region, Philippines PHILMETAL PRODUCTS, Inc. Full time ₱900,000 - ₱1,200,000 per year

    About the role Philmetal Products, Inc. is seeking a skilled Technical Support Engineer - Production Writer to join our dynamic team. In this full-time position, you will play a crucial role in supporting our manufacturing operations through the development of comprehensive technical documentation. Based in our Makati City, Metro Manila office, you will be...


  • Quezon City, National Capital Region, Philippines Accion Labs Full time ₱480,000 - ₱600,000 per year

    Technical Support Engineer-AMS (Cloud Support)Strong Communications SkillsMust have 3 years of experience in the following core competencies:--- WINTEL Administration--- User / AD Creation--- Cloud Management (AWS/Azure)--- Server Monitoring--- End User Support--- Troubleshooting, Maintenance, Configuration, and Repair--- Azure Virtual MachineJob Type:...