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Technical Support Engineer

6 hours ago

Manila, National Capital Region, Philippines T3Cogno Full time

Job Description – Technical Support Engineer (Manila)

Responsibilities:

  • Research and identify solutions to software and hardware issues.

  • Diagnose and troubleshoot technical issues, including account setup and network configuration.

  • Ask customers targeted questions to quickly understand the root of the problem.

  • Provide feedback and recommendations to improve internal processes used by the Care team.

  • Serve as the primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature.

  • Alert team members of trending issues and share newfound knowledge as applicable.

  • Using My Support, accurately document details of issues, steps taken, follow-up conversations, escalations, and resolution.

  • Act as a technical expert and provide support on a worldwide basis.

  • Maintain logs of downtime, repair, and meter charges.

  • Submit complete and correct bug reports in areas of expertise.

  • Advocate for customers in engineering roadmap planning.

  • Become a product expert for customers and stay up to date on new features in Couchbase.

  • Participate in the creation and maintenance of knowledge database content.

  • Reproduce customer cases for detailed troubleshooting and analysis.

  • Resolve highly complex issues for enterprise solutions.

  • Act as a focal point for large account IT problem resolution.

  • Triaging and working on incoming issues to bring them to quick resolution per SLA.

  • Travel, work after hours, and be part of an on-call rotation, including weekends.

Requirements:

  • 6+ years' experience managing and troubleshooting server and Windows systems applications.

  • Ability to exercise judgment to determine appropriate solutions for customers' technical issues.

  • Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality.

  • Basic knowledge in Azure, Microsoft Intune - MDM, Device Enrollments.

  • Good troubleshooting skills in VMware, Citrix workspace, RDP system-based applications.

  • Familiarity with DNS, Active Directory Services, and protocols like SMTP, SNMP, etc.

  • Proficiency with TCP/IP networks and identifying site-down issues.

  • Understanding of Firewalls, DLP, EDR, Proxy concepts.

  • Fundamental understanding of ITSM, ITIL, or CMDB.

  • Good verbal communication skills.

  • Experienced in resolving issues affecting customer satisfaction.

  • Ability to handle critical customer issues/problems.

  • Willingness to work after hours and weekends, as part of a 24/7 coverage team.