Customer Success Engineer Tier 2

1 day ago

th Floor One West Aeropark Pampanga Philippines Ideagen Full time ₱1,200,000 - ₱2,400,000 per year


About Us

Location - Clark Freeport Zone, Pampanga, Philippines

Department - Customer

Function - Customer Support

Working Pattern - Hybrid

Benefits - Benefits at Ideagen

Salary - this will be discussed at the next stage of the process, if you do have any questions, please feel free to reach out

The Customer Success Engineer Tier 2 is tasked with handling more complex technical issues that escalate beyond Tier 1 support. This role requires a deeper technical expertise to analyze, diagnose, and resolve more complex problems, ensuring customer satisfaction and product reliability.



Responsibilities

  • Advanced Troubleshooting: Handling more complex technical issues that have been escalated from Tier 1.
  • In-Depth Analysis: Conducting thorough analysis to identify the root causes of technical problems.
  • Collaboration: Working closely with Tier 1 support and other departments for issue resolution.
  • Knowledge Sharing: Providing guidance and training to Tier 1 support to enhance their problem-solving skills.
  • Documentation: Updating and maintaining internal knowledge bases and documentation.


Skills and Experience

  • Experience
    • 3+ years of experience or SME/Tier 2 level in similar positions such as technical support, helpdesk representative, desktop support, IT service management preferred.

  • Advanced Technical Knowledge

    • Deep understanding of technical issues
    • Hands-on experience with company-specific tools and technologies

  • Problem-Solving & Analytical Skills

    • Advanced diagnostic abilities
    • Logical and systematic approach to troubleshooting

  • Interpersonal & Communication Skills

    • Clear communication with customers and team members
    • Ability to explain complex concepts in simple terms
About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

We're building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you'll thrive at Ideagen 

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at  All matters will be treated with strict confidence.

#LI-HT1 #LI-Hybrid #LI-Fulltime


  • Customer Success Engineer T1

    1 day ago

    th Floor, One West Aeropark, Pampanga , Philippines Ideagen Full time ₱1,200,000 - ₱2,400,000 per year

    About UsLocation - Clark Freeport Zone, Pampanga, PhilippinesDepartment - CustomerFunction - Customer SupportWorking Pattern - HybridBenefits - Benefits at IdeagenSalary - this will be discussed at the next stage of the process, if you do have any questions, please feel free to reach outWe're looking for a Customer Success Engineer (Tier 1) to be the first...

  • Portfolio and Digital Success Leader

    1 day ago

    th Floor, One West Aeropark, Pampanga , Philippines Ideagen Full time $30,000 - $60,000 per year

    About Us Location - Clark Freeport Zone, Pampanga, PhilippinesDepartment - CustomerFunction - Customer SuccessWorking Pattern - HybridBenefits - Benefits at IdeagenSalary - this will be discussed at the next stage of the process, if you do have any questions, please feel free to reach outThe Portfolio and Digital Success Leader manages the team of Portfolio...

  • System and Network Engineer Tier 2

    3 weeks ago

    , , Philippines Rest Solution Corp Full time

    About the job System and Network Engineer Tier 2 Company Overview REST Solution offers a full range of outsourced IT support and cybersecurity services at a fair price. We are committed to help companies scale and grow by streamlining IT operations, minimizing downtime and improving productivity. In the process, we also help companies save costs and plan for...

  • Technical Support Engineer

    4 days ago

    , , Philippines Intetics Full time

    Technical Support Engineer (Tier 1 Support) Intetics Inc., a leading American technology company specializing in custom software application development, distributed professional teams creation, software product quality assessment, and "all-things-digital" solutions, is looking for a Technical Support Engineer (Tier 1 Support) to join our team and provide...

  • Workday HRIS Tier 2 Analyst

    1 day ago

    Manila WS th, Philippines Bill Gosling Outsourcing Full time ₱1,200,000 - ₱2,400,000 per year

    Join a Team That's Passionate About Making Lives BetterAt Bill Gosling Outsourcing, we believe that success starts with an amazing team. We are a global leader in outsourcing solutions, we focus on making lives better, one connection at a time. We provide tailored solutions to businesses around the globe, specializing in customer care, sales, and financial...

  • Sr. Recruitment Consultant

    1 day ago

    Philippines Success Matcher Full time $30,000 - $60,000 per year

    Are you a seasoned headhunter with a track record of placing top talent in competitive global markets? Success Matcher Recruitment is looking for a Senior Recruitment Consultant to join our remote team. We specialize in recruiting high-caliber professionals for tech, engineering, manufacturing, healthcare, sales, operations, finance, and leadership roles...

  • Tier 2 UCaaS Engineer

    1 day ago

    Philippines - Pasig City, Ortigas Center Glas Tower Comcast Full time ₱1,500,000 - ₱3,000,000 per year

    Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and...

  • Tier 2 NOC Engineer

    1 day ago

    Philippines - Pasig City, Ortigas Center Glas Tower Comcast Full time ₱40,000 - ₱80,000 per year

    Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and...

  • Tier 3 Systems Engineer

    4 weeks ago

    , , Philippines Select VoiceCom Full time

    Join to apply for the Tier 3 Systems Engineer role at Select VoiceCom Overview As a Tier 3 Systems Engineer, you will join our client’s team of IT experts specializing in enhancing efficiency through superior IT and Managed Services solutions. Core Responsibilities Incident & Problem Management Act as incident commander for Sev1/Sev2; coordinate comms,...

  • Tier II Customer Support Engineer

    3 weeks ago

    , , Philippines Articulate Global, LLC Full time

    As a Customer Support Engineer, you will function as the Tier 2 contact for our customers via inbound email and chat. You will rely on your experience and knowledge to troubleshoot and resolve technical support incidents. You will utilize our historical knowledge base and your technical expertise to resolve each incident in a timely, accurate, and...