Senior Technical Support Representative

4 days ago

Taguig, National Capital Region, Philippines DME Service Solutions Full time

Job Summary:

The Senior Technical Support Representative provides advanced technical support for golf products, including simulators, software, and connected hardware. This role serves as a key point of contact for complex technical issues, supports internal teams, and ensures consistent, high-quality service delivery. The Senior Technical Support Representative also helps mentor junior staff, enforce standard processes, and escalate critical issues to engineering when required.

Duties and Responsibilities:

  • Provide expert-level troubleshooting and resolution for hardware, software, and connectivity issues.
  • Serve as a primary escalation point for complex or high-priority technical cases.
  • Document cases accurately and thoroughly in the CRM, including symptoms, troubleshooting steps, and resolutions.
  • Proactively monitor open cases, ensuring timely follow-up and closure.
  • Collaborate with internal teams (QA, engineering, and product management) to replicate, diagnose, and resolve issues.
  • Assist with onboarding, training, and mentoring of junior support staff. - Ensure adherence to established SOPs, workflows, and escalation protocols.
  • Participate in release testing, documenting potential issues, and communicating known defects.
  • Identify trends in support requests and provide feedback for product improvements.
  • Communicate effectively with customers, demonstrating empathy and professionalism in all interactions.

Required Qualifications:

  • Experience: 3–5 years in technical support / IT / network support
  • Network experience: IP addressing and whitelisting (Canopy experience is a plus)
  • Experience managing own server.
  • Simulator experience: ensure graphics card drivers are up-to-date
  • Logical and critical thinking skills (Critical Thinking assessment required)

Training / Onboarding:

  • 90 days onsite including Training to nesting, provided KPI targets are met

Job Type: Full-time

Benefits:

  • Additional leave
  • Company Christmas gift
  • Company events
  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training

Application Question(s):

  • Are you willing to go onsite for 90 days (Training and Nesting)?
  • Have you done IP whitelisting before?
  • Have you managed or maintained your own server before?
  • Have you worked with simulators or applications requiring dedicated graphics cards?
  • What is your expected salary range?

Experience:

  • technical support, IT support, or network support roles?: 3 years (Required)

Work Location: In person

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