IT Solutions Engineer

2 weeks ago

Makati City, National Capital Region, Philippines Private Advertiser Full time ₱45,000 - ₱90,000 per year

Work Arrangement : 1 month onsite, then switch to hybrid , 2 days in the office, 3 days work from home.

Work Location: Makati

Schedule: Day Shift

Responsibilities
  • Serve as the primary technical point of contact for customers, delivering outstanding service and support.
  • Handle escalated technical inquiries through platforms such as Intercom, ensuring swift and effective resolution of complex issues.
  • Collaborate with cross-functional teams to troubleshoot technical challenges and drive customer satisfaction.
  • Act as the global escalation point for Tier 3 technical issues, ensuring timely and accurate resolutions.
  • Identify, document, and report product defects, providing actionable insights to enhance product quality.
  • Conduct technical training sessions and mentor junior engineers to strengthen overall team capability.
  • Stay current with product updates, emerging technologies, and industry trends to continuously enhance technical expertise.
  • Develop and maintain technical documentation, knowledge base articles, and support materials for both customers and internal teams.
  • Partner with developers to design and improve support tools that streamline issue resolution.
  • Ensure prompt and professional responses to customer inquiries to uphold high satisfaction standards.
  • Collaborate closely with stakeholders to address customer concerns, implementing solutions that prevent recurring issues.
  • Participate in customer calls and meetings to provide technical insights and direct support when needed.
  • Anticipate potential technical challenges and implement preventive measures to minimize impact.
  • Provide flexible support by assisting other technical areas during high-demand or peak periods.
  • Adapt working hours as needed to align with customer requirements and global market coverage.

Requirements
  • Bachelor's degree in Computer Science or a related field preferred.
  • Proven experience in a technical support role, ideally within a SaaS or technology-focused company.
  • Hands-on experience with SQL and API integrations is required.
  • Prior exposure to pre-sales software engineering support is highly advantageous.
  • Strong troubleshooting, problem management, and root cause analysis skills.

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