Technical Support Engineer (Manila Phillipines)

Job Description – Technical Support Engineer (Manila)

Responsibilities:

• Research and identify solutions to software and hardware issues.

• Diagnose and troubleshoot technical issues, including account setup and network configuration.

• Ask customers targeted questions to quickly understand the root of the problem.

• Provide feedback and recommendations to improve internal processes used by the Care team.

• Serve as the primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature.

• Alert team members of trending issues and share newfound knowledge as applicable.

• Using My Support, accurately document details of issues, steps taken, follow-up conversations, escalations, and resolution.

• Act as a technical expert and provide support on a worldwide basis.

• Maintain logs of downtime, repair, and meter charges.

• Submit complete and correct bug reports in areas of expertise.

• Advocate for customers in engineering roadmap planning.

• Become a product expert for customers and stay up to date on new features in Couchbase.

• Participate in the creation and maintenance of knowledge database content.

• Reproduce customer cases for detailed troubleshooting and analysis.

• Resolve highly complex issues for enterprise solutions.

• Act as a focal point for large account IT problem resolution.

• Triaging and working on incoming issues to bring them to quick resolution per SLA.

• Travel, work after hours, and be part of an on-call rotation, including weekends.

Requirements:

• 6+ years’ experience managing and troubleshooting server and Windows systems applications.

• Ability to exercise judgment to determine appropriate solutions for customers' technical issues.

• Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality.

• Basic knowledge in Azure, Microsoft Intune - MDM, Device Enrollments.

• Good troubleshooting skills in VMware, Citrix workspace, RDP system-based applications.

• Familiarity with DNS, Active Directory Services, and protocols like SMTP, SNMP, etc.

• Proficiency with TCP/IP networks and identifying site-down issues.

• Understanding of Firewalls, DLP, EDR, Proxy concepts.

• Fundamental understanding of ITSM, ITIL, or CMDB.

• Good verbal communication skills.

• Experienced in resolving issues affecting customer satisfaction.

• Ability to handle critical customer issues/problems.

• Willingness to work after hours and weekends, as part of a 24/7 coverage team.