Support Engineer - Technical Customer Service Support (Remote PH) - 4635594140

Job Title : Support Engineer (Technical Customer Support)

Location : Remote | Type : Full-Time

The Opportunity

We are seeking a technically skilled and customer-focused Support Engineer to join our client's remote team. This is a vital role where you will be the bridge between the customer and the product, acting as a trusted technical expert and problem-solver. You will be responsible for diagnosing and resolving complex technical issues, ensuring a positive and seamless customer experience.

The ideal candidate is a natural troubleshooter with excellent communication skills, who thrives on helping users get the most out of a technical product.

Key Responsibilities

Technical Troubleshooting : Investigate, diagnose, and resolve a wide range of technical customer issues related to our client's platform, including bugs, configuration problems, and integration challenges.

Customer Communication : Serve as a primary point of contact for technical support inquiries via email, chat, and ticketing systems (e.g., Zendesk, Jira Service Desk, Intercom).

Bug Escalation : Replicate and document software bugs with clear, detailed information for the engineering team to ensure a swift resolution.

Knowledge Base & Documentation : Create and maintain technical documentation, including knowledge base articles, tutorials, and FAQs, to empower users to self-serve.

Product Feedback Loop : Gather and relay customer feedback and insights to the product and engineering teams to contribute to continuous product improvement.

Ticket Management : Own customer issues from initial report to final resolution, ensuring timely updates and maintaining a high level of customer satisfaction.

What You Bring

Experience : 2+ years of experience in a technical support, application support, or similar customer-facing technical role, preferably in a SaaS or software environment.

Technical Aptitude : A strong ability to understand complex software, troubleshoot technical issues, and learn new technologies quickly.

Communication Skills : Exceptional written and verbal communication skills, with the ability to explain complex technical concepts to both technical and non-technical audiences.

Problem-Solving : A logical and analytical approach to problem-solving, with a keen eye for detail.

Empathy : A patient and empathetic demeanor, with a genuine desire to help customers succeed.

Tools : Experience with help desk or ticketing software (e.g., Zendesk, Jira, Intercom) is required.