Customer Support Engineer
Boldr, Philippines
Job Description
We're hiring a Support Engineer to work with a large US technology organization.
As a support engineer, you’ll work closely with customers by email, telephone, and using a ticketing system, to address their concerns. When customer support agents are unable to resolve a ticket, they’ll escalate it to you to help with the most challenging product questions. On a day-to-day basis, you may research a new topic, identify and fill gaps in our knowledge base and share that information back with our customers, and fix bugs. If a ticket requires input from a product software engineer, you’ll be responsible for getting it. At all times, you’ll be responsible for making sure that we meet our service level agreements (SLA) and keep our customers happy. Your job requires close collaboration with software engineers, so we expect you to collect information on problems, solve bugs, and write code. You’ll also train your peers and any new team members on Enterprise products.
Requirements
Responsibilities
- Collaborate with the team to analyze incidents and provide a prompt solution to customers
- Uphold and improve our second response time
- Escalate all critical cases to appropriate engineers for quick resolution
- Become a technical expert in Enterprise products and related APIs
- Teach product best practices to customers
- Contribute to the knowledge base for products and services
- Monitor and improve engineering support metrics
- Support the engineering team as needed
Skills and Experience
- Experience working with PHP
- 1-3 years experience providing engineering support for a SaaS company
- Educated to degree level and or equivalent in computer engineering
- Excellent verbal and written communication skills
- Demonstrated empathy for customers while addressing their concerns
- Experience in supporting complex web applications running on Amazon Web Services or other comparable cloud platforms
- Ability bring creative and effective solutions to technical problems
- Experience working with Kafka or similar distributed event processing systems
- Comfortable with configuration management and orchestration tools
- Demonstrated ability to work in a diverse and equitable environment
Benefits
- Work-from-home
- Start ASAP