Job description:
Job Title: Technical Support Engineer
Location: Onsite in Manila
Employment Type: Contract
About the Role:
We are looking for a skilled Technical Support Engineer to join our team and provide top-notch support to our enterprise customers. The ideal candidate will have a strong background in networking, Linux systems, and experience troubleshooting issues in virtualized and cloud environments. This role involves monitoring support cases, resolving technical issues, and collaborating with internal teams to ensure customer satisfaction.
Key Responsibilities:
- Monitor, triage, and manage 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 clear, structured documentation of backlog cases.
- Participate in weekend/on-call support as per rotation schedule.
- Troubleshoot technical issues related to Linux systems, networking, virtualization, and cloud environments.
- Reproduce customer issues in lab environments and provide detailed findings to R&D teams as needed.
- Provide technical support to external clients and stakeholders, ensuring timely and effective solutions.
Mandatory Skills & Qualifications:
- Proven experience in technical support, preferably with global enterprise customers.
- Strong English communication skills (both verbal and written).
- Networking expertise, including hands-on experience with routers and switches (CCNP certification preferred).
- Solid experience with Linux systems; scripting and automation skills are a plus.
- Prior experience supporting enterprise clients and working with vendors like Sophos is advantageous.
- Ability to troubleshoot and resolve issues across network, Linux, virtualization, and cloud platforms.
Preferred Skills:
- Experience with lab simulations to replicate customer issues.
- Knowledge of cloud platforms and virtualized environments.
- Strong problem-solving and analytical skills.
What We Offer:
- Opportunity to work with a global enterprise client base.
- Exposure to advanced networking and Linux environments.
- Collaborative and dynamic work environment.
- Professional growth and continuous learning opportunities.
