Product Support Engineer

1 day ago

Manila, National Capital Region, Philippines Ground Labs Pte Ltd Full time $40,000 - $80,000 per year

We are seeking a Product Support Engineer to join our vibrant organization and contribute to our award-winning customer support team. As a proactive and collaborative team player, you'll centre your approach around customer satisfaction. In this pivotal role, you'll provide world class technical support to our global enterprise customers.

We're seeking a confident communicator with the ability to interact seamlessly with clients and internal teams alike, someone who is self-motivated and customer obsessed. Core Responsibilities:Provide Level 1 + 2 product support, onboarding/installing configuration and training of new customers, and if required support with pre-sales should the situation arise. Take ownership of technical cases, ensuring completion through to resolution, including reproducing customer scenarios in our comprehensive test environment.

Identify future enhancements and solutions to empower customers in utilizing our software more effectively, ranging from product improvement suggestions to comprehensive documentation. Collaborate closely with our software engineering team on feature requests, testing, bug submissions, and contributing innovative ideas to enhance our products. Contribute to the development and improvement of online knowledge repositories.

Undertake any other duties as assigned. Experience Required:Diploma or Bachelor's Degree in Computer Studies. A minimum of three years' experience in Support or Service delivery teams.

Proficiency in basic Ethernet LAN networking, Windows, Linux, or macOS.Solid understanding of IP networking protocols. Swift comprehension and troubleshooting skills for complex problems. Experience with at least one email server platform and one database platform.

Familiarity with JIRA, Service Cloud, M365, Slack, API's, and data pattern creation is a plus. Experience in implementing and supporting security solutions is highly desirable. Programming/debugging/scripting skills are a distinct advantage.

Ability to work independently, with a clear understanding of technical concepts. Knowledge of data discovery, data compliance/governance, data security would be valuable but not essential. Willingness to work shift hours to meet the needs of our global customer base, and flexibility to cover other time zones as necessary.

Fluent in English (speech and written), additional languages a bonus. If you're ready to bring your technical expertise to a global stage and play a pivotal role in customer satisfaction, we'd love to welcome you to our team. Apply now and be part of our exciting journey

Seniority levelAssociateEmployment type

Full-time

Job function

Information TechnologyIndustriesComputer and Network Security

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