Support Engineer

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a marketplace technology platform that supports childminders and parents with a difference. They provide a complete ecosystem to support childminders and parents accelerate children's development through play and learning inside the homes of childminders. Our client also helps families access high quality childcare with a strong focus on child development and early years learning education. They are building a vibrant community, run by their home childminders who can impact their local neighborhoods and beyond.

About the Role

Our client is looking for a highly capable Support Engineer & QA Specialist. This role is a hybrid of technical support and quality assurance, designed to ensure our customers receive excellent support while our app maintains the highest level of reliability. You will spend your time helping resolve escalated customer issues, testing new features before release, and building automation that improves both our support and QA processes.

1. Technical Support (Escalated Cases)

• Handle complex issues escalated from our customer service team.
• Investigate and resolve customer problems by reproducing issues, reviewing logs, and testing app flows.
• Communicate clearly and empathetically with customers when needed.
• Enable internal support agents with clear explanations, fixes, and documentation.

2. Quality Assurance & Testing

• Participate in pre-release QA cycles, testing app builds on both physical devices and simulators.
• Run manual tests across key user journeys and edge cases.
• Help design and maintain automated test suites.
• Provide feedback during release planning to identify risks and areas needing special attention.

3. Product Understanding

• Develop a deep knowledge of our app's user journeys, both customer-facing and internal tools.
• Curiously explore and "self-serve" the app to identify weak spots and opportunities for improvement.
• Be a champion for the end-user experience, ensuring issues are caught before reaching customers.

What You Bring

• Strong English communication skills (written and verbal) – essential for both support and cross-team collaboration.
• Previous experience in a consumer or business app environment.
• Demonstrated ability to provide effective technical support or QA testing in a fast-moving software team.
• Comfortable with on-device app testing (iOS/Android) and simulators/emulators.
• Familiarity with test automation tools or willingness to learn.
• Strong problem-solving mindset – able to explore, reproduce, and explain complex app issues.
• Curious, detail-oriented, and proactive in improving both customer and internal team experiences.

Nice to have

• Experience with tools like Linear, Intercom or similar.
• Basic scripting or automation knowledge (e.g. Selenium, Appium, Playwright, or similar).
• Exposure to SQL or debugging logs.
• Previous work with outsourced or distributed teams.

Hiring Process

We utilize AI tools to enhance our hiring efficiency and ensure a fair evaluation of all candidates. As a result, candidates who passed our initial evaluations should expect an AI Interviewer as a component of our recruitment process. This is supervised by Human Talent Acquisition Experts who will also engage with you throughout your application journey.

What You'll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you'll find an environment that nurtures learning and provides opportunities for growth. You'll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people's career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We've created 1,400 Filipino jobs that empower global start-ups to focus on growth.