Product Support Engineer

Level 3 Product Support Engineer/Tier 3 Technical Support Specialist

Work Setup: Fully Remote

Salary: PHP400/hour

Work Hours: Full time, 8hrs/day

Work Shift: 8:00-17:00 EST

Contract: Independent Contractor

About The Methodical Group

The Methodical Group (methodicalgroup.com) is a leading global provider of IT Services, Consulting, and Specialized Staffing Solutions, operating with a systematic, high-quality approach for over 25 years. Headquartered in St. Petersburg, Florida, we use proprietary frameworks, such as ExactTalent , to provide specialized workforce solutions, including permanent placement and contract staffing, across industries such as IT and Healthcare.

Simultaneously, our IT and Business Services division offers expert solutions in Software Development, Data & Analytics, and IT Operations, aiming to help organizations worldwide drive digital transformation, improve efficiency, and maintain a competitive edge.

About the Role:

Our technical support team serves as a key resource for customers using our software solutions, providing technical troubleshooting, application support, and assistance with customer enhancement, break/fix, and upgrade requests.

The Technical Support Specialist will provide support beyond traditional help desk responsibilities by troubleshooting application issues, investigating backend processes, and assisting with customer-specific configuration changes. The ideal candidate will have a strong technical support background with experience working with Java, HTML, SQL, and application environments. This role requires the ability to understand how backend changes impact the end-user experience while communicating effectively with customers throughout the resolution process.

The Technical Support Specialist will manage support requests through multiple channels, including phone, chat, web, and email, while collaborating with internal teams to investigate issues, implement solutions, and deliver a high-quality customer experience.

Key Responsibilities:

• Provide technical support to customers through phone, chat, web, and email.
• Troubleshoot and resolve customer issues related to software functionality, enhancements, break/fix requests, and system upgrades.
• Investigate reported issues by analyzing application behavior, reproducing problems, and identifying appropriate solutions.
• Support backend processes and database-related activities that impact frontend user functionality.
• Utilize SQL to troubleshoot issues, review data, and support customer requests.
• Assist with customer-specific application updates, including configuration changes, reports, forms, dropdown values, and other system modifications.
• Troubleshoot Java-based applications and collaborate with technical teams when additional investigation is required.
• Support customer requests related to application improvements and upgrades.
• Document troubleshooting steps, resolutions, and technical findings within support systems.
• Prioritize and manage support cases based on customer impact and urgency.
• Communicate directly with customers to gather information, provide updates, and explain technical solutions clearly.
• Contribute to internal documentation and knowledge-sharing efforts.

Required & Preferred Qualifications:

• 3+ years of experience doing Tier 3 technical support, application support, or a similar technical customer-facing role required.
• Strong technical troubleshooting skills with the ability to analyze and resolve complex issues required.
• Experience working with SQL databases and writing queries required.
• Experience supporting Java-based applications preferred.
• Experience supporting SAAS applications.
• Experience with SilverLake preferred.
• Experience supporting software enhancements, break/fix requests, and application upgrades preferred.
• Experience using a service management system (e.g., HubSpot, Zendesk, Salesforce Service Cloud, ServiceNow, etc.) preferred.
• Strong written and verbal communication skills required, with the ability to communicate effectively with customers in English.
• Ability to troubleshoot issues across both backend systems and frontend user experiences required.
• Strong documentation, organization, and prioritization skills required.
• Ability to work collaboratively with technical teams and customers required.