Technical Support Engineer

1 week ago

Taguig, National Capital Region, Philippines TESI Full time

Job Description

We are currently looking for a dedicated and experienced Technical Support Engineer to join our team, playing a vital role in providing advanced technical support and ensuring a high level of customer satisfaction.

Key Responsibilities

  • Technical Expertise - develop and maintain in-depth knowledge of our products and systems, becoming the go-to expert for technical inquiries.
  • Issue Diagnosis and Resolution - utilize expertise in reading and understanding logs and even code to identify and resolve complex technical issues.
  • Escalation and Collaboration - escalate technical issues to developers and QA teams when necessary, ensuring effective resolution and communication.
  • Ticket Management - efficiently manage and track customer issues using our ticket tracking system, ensuring timely responses and resolutions.
  • Client Interaction - communicate effectively with clients to understand their technical problems and provide clear, concise solutions.
  • System Analysis - evaluate system performance, identify potential issues, and suggest improvements or optimizations.
  • Process Improvement - contribute to the improvement of support processes and guidelines to enhance team efficiency and effectiveness.

Must have

  • Computer Science, Information Systems or security certification from a recognized institution
  • 2 years of proven relevant professional experience in a similar position
  • Able to communicate complex technical concepts clearly and effectively in English
  • Strong foundation in system administration, engineering, or a related field
  • Demonstrated ability to diagnose and resolve complex technical issues
  • Proficiency in reading and understanding system logs
  • Experience in reading and writing Python code and any other scripting language is a big plus
  • Knowledge and experience in YAML, JSON files, Chrome Developer tools, Machine learning
  • Proven track record in a technical support role, particularly in an experienced or senior engineer capacity
  • Experience supporting computer vision and machine learning systems would be beneficial, but not mandatory
  • Familiarity with corporate networking, hardware, and data centers
  • Understanding information security principles and best practices
  • The ability to work closely with software developers, QA teams, and other technical staff
  • Experience with using and managing ticket tracking systems in a support environment
  • Basic understanding of change management, incident management and problem management processes

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