Support Engineer

23 hours ago

Cebu City, Central Visayas, Philippines CallTek Full time $60,000 - $80,000 per year

JOB SUMMARY{​{:}

}With a focus on innovation, and the application of innovative technology, we enable our globalcustomers to seamlessly provide connectivity to all their end users with a minimum of fuss. We are seekinga skilled and proactive
Support Engineer
to join our team and provide technical support for our Saas application. In this role, you willwork closely with end users, developers, and product teams to investigate and resolve application issues

.- Respond to and triage user-reported issues, bugs, and performance problems in a timely manne
r- Troubleshoot backend and frontend application issues primarily in a PHP-based environmen
t- Monitor logs and metrics using AWS CloudWatch and other diagnostic tools to identify root causes to assist the dev teams in remediating the issues report
e- Debugissues usinglocaldevelopment environments, and staging servers, replicate issues using the Production environmen
t- Collaborate with engineering, DevOps, and QA teams to escalate and resolve complex problem
s- Create and maintain internal documentation for recurring issues, fixes, and system behavio
r- Contribute to improving monitoring, alerting, and incident response processe
s- Assist in deploying patches or hotfixes as needed in coordination with the dev team

Requirement

sThe ideal candidate will beable to demonstrate some of their previous work, and to take us through a deep dive into one of them, explainingthe layout of the project and answering questions along the way

.

  • Proven experience supporting Saas applications in a technical support or engineering rol
    e- Strong knowledge and experience with PHP and related frameworks (e.g., Laravel, CakePH
    P- Proficiency using Visual Studio Code or equivalent IDEs for debugging and code revie
    w- Hands-on experience with AWS CloudWatch, including setting up and analyzing logs, metrics, and alarm
    s- Understanding of RESTful APls, database troubleshooting(e.g., MySQL), and modern web technologie
    s- Excellent problem-solvingand communication skills, with a user-first mindse
    t- Ability to manage multiple tasks and priorities in a fast-paced environmen
    t

Skills Strongly Preferred but not required{​{:

}- } Familiarity with Saas architecture and Cl/CD pipelin
e- s Experience working with ticketing systems (e.g., Zendesk, Jira, Freshdes
k- ) Exposure to containerized environments (e.g., Docker, ECS) and cloud platforms (AWS preferre
d- ) Basic understanding of front-end technologies (JavaScript, HTML, CSS) is a pl

us

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