The Senior Technical Support Engineer is the first point of contact for incoming support requests from our international customers and serve as a supervisor for our Technical Support Team.
Make a great first impression, provide our customers with the confidence that they will be well taken care of while the case is being investigated
Provide a technical support via ticket-system, email or telephone.
Diagnose, analyse and troubleshoot the issues and suggest maintenance actions
Prioritize requests and find customer-oriented and suitable solutions, often in close collaboration with our Customer Success, Engineering and Product Management teams
Be responsible for our support and ticketing system, Zendesk, by following up with all requests until all issues are solved
Communicate procedural and technical issues to internal and external customers/stakeholders
Define and track bugs for development and offer innovative ideas to engineering and product teams to improve our user experience and the product quality
Contribute and maintain our knowledge database on a regular basis
Build, train and lead our Technical Support Team
What Experience you'll need
5+ years of experience in technical customer support, ideally at a mobile network operator or telecoms vendor
Experience as a supervisor of a technical support team
Knowledge of maintenance and Technical Support activities and processes
Strong knowledge of Operating Systems (e.g. Microsoft Windows Client and Server, Linux)
Passion for IoT and M2M products and markets and familiarity on SaaS and cloud-based business model
Experience in the use of a support ticketing system, e.g. Zendesk, JIRA, any other
A university degree in a technical field, e.g. network operations or telecommunications engineering •
Proven leadership skills
Some experience in, RDBMS, AWS and automatic deployment, virtualized LAN, Router or Firewall architecture would be a plus
Fluency in English. Any additional language is a plus, e.g. Italian, German, Spanish or French.
Hands-on, team- and solution-oriented personality with strong communication skills
- Miscellaneous Allowance
- Medical Support
- Senior Level/ 2-5 Years...
- Computer / IT
- Taguig City
- Open 8 AM
- Close 5 PM
- Business Process Outsourcing
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