Technology Support Engineer

Resolve incidents and problems across multiple business system components and ensure operational stability. Create and implement Requests for Change (RFC) and update knowledge base articles to support effective troubleshooting. Collaborate with vendors and help service management teams with issue analysis and resolution.

Summary: As a Technology Support Engineer, a typical day involves addressing and resolving incidents and problems that affect various business system components to maintain smooth and stable operations. The role includes managing change requests and continuously updating knowledge resources to enhance troubleshooting efficiency. Collaboration with external vendors and internal service management teams is essential to analyze issues and implement effective solutions, ensuring minimal disruption to business activities. Roles & Responsibilities: - Expected to perform independently and become an SME. - Required active participation/contribution in team discussions. - Contribute in providing solutions to work related problems. - Assist in documenting and maintaining accurate records of incidents and resolutions to support knowledge sharing. - Engage proactively with stakeholders to understand system impacts and prioritize support activities accordingly. - Support continuous improvement initiatives by identifying recurring issues and suggesting process enhancements. Professional & Technical Skills: - Required Skill: Expert proficiency in Salesforce Service Cloud. - Strong understanding of customer service workflows and case management within cloud environments. - Experience in configuring and customizing Salesforce Service Cloud to meet business requirements. - Familiarity with incident management and change management processes in IT service operations. - Ability to analyze system logs and troubleshoot complex technical issues effectively. - Excellent communication skills to collaborate with cross-functional teams and external vendors. Additional Information: - The candidate should have minimum 2 years of experience in Salesforce Service Cloud. - This position is based at our Manila office. Minimum 2 year(s) of experience is required