About the Role
We are looking for a Customer Solutions Engineer L2 to join a growing team of technical problem-solvers based in the Philippines. This role is ideal for someone who enjoys tackling complex technical challenges, communicating clearly with customers, and delivering an exceptional support experience even when answers require deep investigation.
You'll support users of a modern cloud analytics platform, working across multiple channels while continuously expanding your technical expertise.
Job Responsibilities:
- Provide customer support via tickets, email, and video, handling everything from quick questions to complex technical issues
- Build deep technical expertise across cloud data products, with a focus on platform capabilities and emerging features
- Own customer issues end-to-end by troubleshooting, reproducing problems, and delivering fixes or high-quality, well-documented escalations
- Clarify customer goals and context to deliver accurate, durable solutions
- Maintain and exceed Support SLA expectations
- Create and contribute to clear, scalable, and technically accurate documentation
- Coach and mentor teammates, elevating technical quality and customer experience
- Develop advanced knowledge in areas such asplatform architecture, administration, and integrations
- Actively pursue professional growth through structured development plans and manager support
Job Qualifications:
- 3+ years of experience in technical consulting, advanced technical support, or software development within a SaaS environment
- Strong SQL troubleshooting skills
- Comfort working with templating languages (e.g., Jinja or Liquid)
- Experience with YAML and JSON configurations and interpreting network requests
- Hands-on experience with REST APIs and token-based authentication
- Ability to createclear, reproducible escalationswith defined actual vs. expected outcomes
- Excellent written and verbal communication skills for customer updates and internal handoffs
- A strong customer-first mindset with the discipline to clarify requirements before proposing solutions
About the job:
- Remote
- Graveyard shift
- Fulltime position
