Technical Support Engineer

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

We are looking for a
Technical Support Engineer
to join the Customer Experience Team and provide technical support to our customers and partners. Your primary responsibility as a Technical Support Engineer is to diagnose and troubleshoot software problems and help customers with product questions. Ultimately, our customers will rely on you to provide timely and accurate solutions to their technical problems. You will interact with Engineering, Customer Success, and Professional Services to ensure every customer has a positive experience with our solution.

What You'll Do

• Engage with customers via the web or video sessions to provide assistance or solve technical problems
• Diagnose and troubleshoot technical issues
• Test issues to replicate, find workarounds, and/or verify solutions
• Validate occurrences of product defects and report them to the Engineering team
• Provide prompt and accurate feedback to customers aligned with our service level targets
• Document all customer interactions in Support tools
• Author detailed customer-facing knowledge base content
• Continuously learning about and supporting new features and/or technologies
• Provide after-hours on-call support for critical issues (rotational schedule)
• Small projects as assigned

What we are looking for

• 2+ years of experience in Technical Support or as an IT practitioner
• Excellent problem-solving skills with the ability to quickly diagnose the root cause of a problem and identify an acceptable solution or workaround
• Ability to support Windows, Mac OS, and Linux devices, including understanding the package manager of each OS and how devices receive updates
• Ability 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 updates
• The ability to effectively and clearly communicate technical and non-technical information both verbally and in written format
• Ability to write accurate, clear, and detailed customer-facing knowledge-base articles
• Ability to work independently with minimal direction
• Proven ability to manage difficult conversations with customers
• Experience in working with multi-divisional, multi-geographical customers
• A passion for technology, helping customers, problem-solving, and being a part of a fast- growing SaaS company
• Experience with AWS Iaas 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
• Beautiful office space
• 10% onsite allowance

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

If you are interested, you can 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.