Product Support Engineer

2 weeks ago

Manila, National Capital Region, Philippines Expansion International Group Ltd Full time ₱1,200,000 - ₱1,440,000 per year

Job Overview:

We are looking for a Product Support Engineer to join our global support team. In this role, you will primarily provide 2nd-level technical support, with additional responsibility for 1st-level support coverage when needed. The ideal candidate is experienced in working with structured data formats such as JSON, skilled at interpreting log files, and comfortable navigating technical environments.

This position is key to ensuring the client platform runs smoothly for our users across regions, resolving technical challenges efficiently while contributing to documentation and process improvement.


Key Responsibilities

2nd-Level Support (Primary Focus)

  • Troubleshoot and resolve complex issues related to the client platform, integrations, and applications.
  • Read, interpret, and modify JSON files to support configuration and issue resolution.
  • Analyze log files to identify root causes and trends in recurring technical problems.
  • Escalate unresolved issues to 3rd-level support or external vendors when needed.
  • Ensure incidents are documented, tracked, and resolved within defined SLAs using the HubSpot ticketing system.
  • Collaborate with cross-functional teams (product, engineering, QA) to resolve system issues.
  • Contribute to and maintain support documentation, known issue libraries, and troubleshooting guides.

1st-Level Support (As Needed)

  • Respond to tickets, emails, and chat inquiries within SLA.
  • Assist users with general platform issues and provide clear troubleshooting steps.
  • Categorize and prioritize support tickets accurately, escalating when necessary.
  • Provide guidance and best practices for platform usage to end-users.
  • Maintain a customer-focused, professional approach in all interactions.

Required Qualifications

Experience

  • 3-5 years of experience in IT or product support, including 2+ years in a 2nd-level role.
  • Experience supporting SaaS platforms or enterprise software applications.

Technical Skills

  • Ability to read and edit JSON files for troubleshooting and configuration.
  • Strong skill in analyzing and interpreting log files.
  • Familiarity with Windows, Linux, and MacOS environments.
  • Knowledge of distributed systems and how components interact.
  • Proficient with ticketing systems such as HubSpot or similar.

Soft Skills

  • Analytical thinker with strong problem-solving skills.
  • Clear communicator with the ability to explain technical topics to non-technical users.
  • Highly organized with excellent time management and multitasking abilities.

Languages

  • English (Advanced proficiency, both written and spoken)
  • German (Preferred)

Work Environment & Compensation
  • Remote work setup
  • Full-time, permanent position
  • Initial working hours: 8 AM to 5 PM German time, with potential shift adjustments to support Germany and APAC regions
  • Monthly salary: Php 50,000 to 60,000 gross, depending on experience

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