L3 Technical Support Engineer

4 days ago

Pasig, National Capital Region, Philippines iSupport Worldwide Full time ₱800,000 - ₱1,200,000 per year

Be a part of our fast-growing team and unchain all the possibilities

What is your mission?

We are looking for a Technical Support Engineer who will serve as the first point of contact for incidents, problems, and changes in line with ITIL best practices. You will manage incidents end-to-end, facilitate problem resolution, coordinate change requests, and ensure knowledge accuracy. This role requires hands-on technical support experience, strong B2B communication, and flexibility to work shifting schedules and rotating on-call weekends.

You will provide the best service to our partner brands by performing these tasks:

  • Serve as the first point of technical contact for incidents, provide communications, and escalate as needed.
  • Manage incidents through resolution and root cause analysis, including on-call support during shifts.
  • Identify and manage problems by facilitating review sessions and preparing root cause documentation.
  • Facilitate configuration and change requests following ITIL processes, including testing and release coordination.
  • Maintain accurate internal documentation, runbooks, and knowledge articles to improve support quality.
  • Monitor incident trends and create knowledge articles to promote self-service.
  • Collaborate with third-party vendors to ensure consistent, high-quality end-to-end support.
Who are we looking for?
  • Bachelor's degree in IT, Computer Science, or equivalent education/experience.
  • 2+ years' experience in technical support (L2 or L3), assisting end users with incident resolution, configuration, and product support.
  • Strong B2B communication skills with excellent written and verbal English.
  • Experience with HTML, JavaScript, CSS, Git, and REST APIs.
  • Familiarity with CRM/ticketing tools such as ServiceNow, Slack, MS tools.
  • Experience with CIAM (Customer Identity & Access Management) is a plus.
  • Knowledge of ITIL practices for incident, problem, change, and knowledge management.
  • Flexible to shifting schedules (early morning, mid-shift, night shift) and willing to take part in rotating weekend on-call support.
  • Strong interpersonal and collaboration skills, with active listening and problem-solving abilities.
Company Perks:
  • Above-industry salary package and incentives
  • Comprehensive HMO benefits and life insurance from day 1
  • Free learning and development courses for your personal and career growth
  • Dynamic company events
  • Opportunities for promotion
  • Free meals and snacks

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