Tech Support Engineer - Tier 1

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Tech Support Engineer - Tier 1

Apply locations Manila, Phillippines time type Full time posted on Posted Yesterday job requisition id R_101455

Job Description:

As a technical support engineer (tier 1), you will be in charge of investigating technical issues in the production environment of a global product. Acting as the front line of the R&D team and working closely with the customer support department. You’ll be required to diagnose and triage production issues and escalate them to tier 2 or the relevant dev on call.

You’ll be in charge of meeting the company SLA and be the bridge between the customer-facing stakeholders and the R&D team, communicating issues and pushing high standards.

Responsibilities:

• Work on a complex cloud environment that serves real customers.

• Conduct troubleshooting analysis for production issues and perform immediate actions for solutions.

• Work closely with customer support to define procedures, communicate with the customers, solve issues, and plan future tasks.

• Use analysis and technical investigation tools to help triage and prioritize incoming issues, such as Rapid7, Heap, DB queries, etc.

Requirements:

• Previous experience in a similar Technical Support role.

• Proven experience with SQL and data analysis - advantage

• Experience with system log analysis - advantage

• Multi-tasker, self-learner, highly motivated, and a team player.

• English - excellent written and verbal communication skills.

Remitly is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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Remitly is a leading digital financial services provider for immigrants and their families in over 170 countries around the world. Remitly helps immigrants send money home in a safe, reliable and transparent manner. Its digitally-native, cross-border remittance app eliminates the long wait times, complexities and fees typical of traditional remittance processes. Building on its strong foundation, Remitly is expanding its suite of products to further its mission and transform financial services for immigrants all around the world.

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