Remote job / Full-time employment
Different shift schedules available
About the Role
We're looking to add a new team member to our growing Customer Solutions Engineering team in the Philippines. This team is made up of creative problem-solvers who thrive on helping others, take pride in setting clear expectationsand exceeding themand know how to deliver an exceptional customer experience, even when the answer isn't immediate. We work across multiple channels to support users of Cloud, diving deep into technical issues while continuously building our expertise. If you love solving hard problems, communicating clearly, and learning something new every day, we'd love to meet you. Please note that employees in this role may be required to work overnight shifts and on Philippine holidays.
What You'll do
Support customers through diverse channels: tickets, email, and video, managing a diverse range of issues from simple queries to intricate technical dilemmas
- Build and deepen your technical expertise across products, with a focus on Cloud and new capabilities such as Fusion
- Support customers through tickets, email, and video, managing issues from quick questions to complex technical challenges while upholding Support SLAs
- Own customer issues end to end: troubleshoot, reproduce, and deliver fixes or highquality, reproducible escalations with clear impact statements
- Clarify customer goals and context before proposing solutions to ensure accurate, durable outcomes
- Contribute documentation and enablement that are technically accurate, easy to understand, and scalable
- Actively coach and mentor teammates, raising the bar for technical quality and customer experience
- Develop advanced knowledge in areas like platform architecture, administration, and integrations relevant to products
- Pursue professional growth with a clear development plan and manager support
What You'll Need
- 3+ years in technical consulting, advanced support, or software development within a SaaS environment
- Strong SQL troubleshooting and comfort with templating languages such as Jinja or Liquid
- Client facing / support experience is a must.
- Zendesk, Salesforce or other ticketing platforms experience.
- Experience with YAML and JSON configuration and interpreting network requests
- Hands-on experience with REST APIs and token-based authentication
- Demonstrated ability to produce precise, reproducible escalations with clear actual vs. expected outcomes
- Excellent written and verbal communication for clear customer updates and crisp internal handoffs
- Customer mindset with the discipline to clarify goals and constraints before proposing solutions
What Will Make You Stand Out
- Practical experience supporting or using the company's products, especially Cloud and new capabilities s
- Understanding of Single Sign-On and SAML implementations, particularly with Azure AD or Okta
- Familiarity with CI/CD workflows and tools such as GitHub, GitLab, or Azure DevOps
- Working knowledge of Snowflake or BigQuery access models and roles
- Observability experience with tools like Datadog and comfort working with logs and metrics
- Code review experience and a strong bias toward documentation quality and reproducibility
- Experience as an Incident Commander, especially in scenarios with high business impact
Benefits
- Flexible paid time off with a culture that actively encourages rest, recharging, and work-life balance
- Healthcare: Comprehensive medical, dental, and vision coverage for you and your eligible dependents
- Life & Disability Protection: Coverage aligned with local employment standards
- Sick leave: Generous policy in line with local requirements, with additional flexibility for extended needs
- Paid caregiver and medical leave to support your personal or family health needs
- Retirement contributions: Participation in the Philippines Social Security System (SSS), with employer and employee contributions
- Observed national holidays, with additional flexibility in time off planning
- Flexible monthly stipends for:
- Health & wellness
- Cellphone & internet
- Home office setup
- Learning & development
