Technical Support Engineer

Work Setup:Onsite at the Sanctum, SM - North EDSA, QC

Type of Contract: Full time

Schedule: Training Schedule for 2 weeks: 8:00 AM–5:00 PM EST Overnight support and weekends for US hours / Manila morning

Job Summary:The Technical Support Engineer is responsible for diagnosing and resolving technical issues related to products or services. This position will use technical knowledge to identify and troubleshoot problems, and provide timely and effective solutions to customers.

What does a day in the life of a Technical Support Engineer look like?

• Diagnose and troubleshoot advanced and complex technical issues reported by customers with a focus on providing accurate and timely solutions
• Develop and maintain a comprehensive understanding of our products and services
• Stay informed about industry trends, updates, and new technologies to better assist customers
• Collaborate with cross-functional teams, including developers and product managers, to escalate and resolve complex issues efficiently
• Document and track customer issues, ensuring thorough and accurate records for future reference
• Create and update technical documentation, FAQs, and knowledge base articles to assist customers in troubleshooting common issues independently
• Conduct training sessions for customers and internal teams on product features and best practices
• Serve as a mentor to other team members when needed
• Gather customer feedback and insights to contribute to the continuous improvement of products and services
• Advocate for customer needs within the organization, ensuring a customer-centric approach to product development
• Collaborate with other members of the support team to share knowledge, best practices, and improve overall team efficiency
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Collaborate with other departments as needed to resolve customer issues
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Tackle complex technical issues reported by customers or internal teams related to our software, ensuring problems are resolved efficiently.
• Manage escalated tickets, offering detailed solutions or escalating further when necessary.
• Educate customers on product features to help them resolve issues independently when possible.
• Work closely with teams across the company, such as developers, QA engineers, product managers, and customer success teams, to find solutions to customer issues
• Assist customers with software configuration tasks, such as installation, setup, and customization, to help them get the most out of our products
• Perform other duties as assigned

What are the qualifications of a Technical Support Engineer?

• 1 to 3 years experience in Technical Support Engineer or relevant role
• Demonstrated ability to troubleshoot basic support and technical issues in complex software environments
• Working knowledge of SaaS tech stack such as, REST-based API services, JSON, and scripting, SQL / SSO / SAML / ADFS and general security concepts and controls, Enterprise Email, Telephony, and Web Chat infrastructure and configurations, Knowledge of common SaaS integrations and webhooks
• Ability to read and debug common/basic issues with code; ability to read developer documentation and create code samples.
• Strong problem-solving and analytical skills
• Excellent communication skills, both written and verbal

What are the non-negotiable qualifications for a Technical Support Engineer?

• Proficiency with Datadog, Grafana, SQL databases, and ease with CRM tools
• Advanced knowledge of operating systems
• At least 1-2 years of experience with Python, Shell scripting, and SQL.
• AI/ML skills

Ninja Perks and Benefits

*Full time employees

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO on day 1
• Paid time off, birthday leave
• Beautiful facility & Free Meals for onsite positions
• Opportunities for skills training and personal and professional development
• Employee Referral Program

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