Technical Support Engineer

Technical Support Engineer II

Work Setup: Onsite in Eastwood, Quezon City (QC)

Schedule: Flexible / Shifting schedule

Must Have Requirements:

• At least 4 years of relevant experience and knowledge in Linux OS is required.
• Prior Enterprise Customer experience, supporting global clients or customers.
• Prior direct experience working for vendors and supporting paying customers. 
• Proven hands-on experience with the networking devices (basic), security devices, and a good grasp of the Linux Operating system
• Stake holder management experience: Global support experience working with internal and external stakeholders is a requirement.
• Basic knowledge of any Scripting Languages like Bash, PowerShell, and Python would be nice to have.
• Excellent communication skills.

Responsibilities:

• Monitor and triage incoming support cases via a shared queue.
• Prioritize and resolve quick-win issues to meet response and resolution SLAs.
• Identify and escalate Severity 1 cases following established protocols.
• Maintain and update backlog cases with clear, structured documentation.
• Participate in weekend/on-call support as per the rotation schedule.
• Troubleshoot issues related to Linux systems, basic networking, virtualization, and cloud environments.
• Reproduce customer issues in lab environments and provide detailed findings to R&D when needed.