Customer Success Engineer

5 days ago

Manila, National Capital Region, Philippines Hexamatics Consulting Inc Full time

This is a remote technical role based in the Australian time zone (AEST/AEDT). The core function is to ensure the successful adoption and continued satisfaction of international customers using GuardWare products.

Key Responsibilities
  • Product Implementation & Configuration: You will implement GuardWare solutions at customer sites, ensuring proper setup, integration, and a smooth handover according to best practices. This includes providing detailed, step-by-step guidance to customers on configuring and deploying the solutions.
  • Technical Support & Troubleshooting: You will act as the first and second line of technical support escalation for international customers. This involves diagnosing and resolving issues related to software, cloud services (Azure/AWS), databases, and integrations. You must analyze system logs and error data to identify the root causes and collaborate with development and QA teams to address product defects.
  • Customer Relationship Management: You are responsible for maintaining strong, long-term relationships and conducting regular reviews to ensure system configurations meet the customers' evolving business requirements. You will deliver professional and prompt responses to inquiries via various channels (email, chat, ticketing systems like Jira).
  • Operational Management: You will manage incidents through to resolution within specified SLAs and participate in change, problem, and release management processes.
  • Continuous Improvement: You are expected to contribute to process automation using tools like PowerShell and Python and record all resolutions and best practices in the knowledge base.
Essential Skills and Qualifications
  • Technical Support Experience: Prior experience in technical or application support is required, preferably in an international setting.

  • Deep Technical Knowledge: Strong foundational knowledge is mandatory in:

  • Windows Server, IIS, and Active Directory

  • Cloud Platforms (AWS, Azure, Microsoft 365)
  • Networking fundamentals (DNS, VPN, HTTP/HTTPS, SMTP)
  • SQL databases, including basic query troubleshooting
  • Ticketing systems and ITIL-based support frameworks
  • Automation/Scripting: Experience with scripting or automation tools (PowerShell, Python, Bash) is needed.
  • Communication & Work Style: Excellent English communication skills are essential. The ability to work independently and manage tasks across multiple time zones is critical.

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