Technical Support Engineer

8 hours ago

Manila, National Capital Region, Philippines Complete Development (CoDev) Full time ₱1,500,000 - ₱3,000,000 per year

Work Setup: Remote

Work Shift: Night Shift

Tech Stacks: Technical Support (2), Troubleshooting (2), AWS (3), PostgreSQL (1)

Position Summary

You will support both on-premises and cloud-based deployments, including AWS-hosted instances, and play a key part in delivering world-class technical assistance across time zones as part of our 24×7 model.

This role operates within a rotating 24×7 support schedule with overlapping regional coverage.

Core Responsibilities

  • Serve as the first point of contact for Plixer customers via ticketing system, email, chat, and remote session.
  • Diagnose and resolve product issues for Scrutinizer, FlowPro, Replicator, and Endpoint Analytics.
  • Collect and analyze logs, configuration data, and network flow information to isolate root causes.
  • Guide customers through configuration, connectivity, and upgrade issues in both on-prem and AWS environments.
  • Escalate product defects and complex issues to senior support or engineering following defined workflows.
  • Maintain accurate case documentation and contribute to internal knowledge articles.
  • Adhere to SLAs, shift schedules, and escalation protocols to maintain consistent service delivery.

Technical Requirements

Candidates should demonstrate strong diagnostic skills and a working knowledge of enterprise IT environments.

  • 1–3 years of experience in technical support or network/system administration roles.
  • Strong troubleshooting and analytical skills, able to form and test hypotheses methodically.
  • Hands-on experience with Linux OS (CLI operations, service management, log review).
  • Solid understanding of network fundamentals such as TCP/IP, routing, SNMP, and DNS.
  • Familiarity with cloud environments (AWS preferred): understanding of VPCs, subnets, security groups, and how virtual appliances are deployed and accessed.
  • Comfort with virtualization platforms such as VMware ESXi, Hyper-V, or KVM.
  • Clear written and verbal English communication skills.

Preferred / Nice to Have

  • Experience with NetFlow/IPFIX or similar network telemetry tools.
  • Exposure to network monitoring or security analytics platforms.
  • Basic scripting (Bash or Python) for diagnostics and log parsing.
  • Familiarity with PostgreSQL or similar databases.
  • Certifications such as CCNA, CompTIA Network+, or Linux+ are a plus.

Key Qualities for Success

  • Customer-first mindset: patient, thorough, and focused on clear resolution.
  • Curious and proactive, asking the right questions rather than jumping to assumptions.
  • Self-motivated learner who adapts quickly to new technologies.
  • Strong sense of ownership and accountability in a remote team environment.

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