Job Description – Technical Support Engineer (Manila)
Responsibilities:
Research and identify solutions to software and hardware issues.
Diagnose and troubleshoot technical issues, including account setup and network configuration.
Ask customers targeted questions to quickly understand the root of the problem.
Provide feedback and recommendations to improve internal processes used by the Care team.
Serve as the primary customer contact for providing accurate and creative technical solutions to user problems of moderate and difficult nature.
Alert team members of trending issues and share newfound knowledge as applicable.
Using My Support, accurately document details of issues, steps taken, follow-up conversations, escalations, and resolution.
Act as a technical expert and provide support on a worldwide basis.
Maintain logs of downtime, repair, and meter charges.
Submit complete and correct bug reports in areas of expertise.
Advocate for customers in engineering roadmap planning.
Become a product expert for customers and stay up to date on new features in Couchbase.
Participate in the creation and maintenance of knowledge database content.
Reproduce customer cases for detailed troubleshooting and analysis.
Resolve highly complex issues for enterprise solutions.
Act as a focal point for large account IT problem resolution.
Triaging and working on incoming issues to bring them to quick resolution per SLA.
Travel, work after hours, and be part of an on-call rotation, including weekends.
Requirements:
6+ years’ experience managing and troubleshooting server and Windows systems applications.
Ability to exercise judgment to determine appropriate solutions for customers' technical issues.
Understanding of SIP, WebRTC, VoIP, PCap analysis, troubleshooting call quality.
Basic knowledge in Azure, Microsoft Intune - MDM, Device Enrollments.
Good troubleshooting skills in VMware, Citrix workspace, RDP system-based applications.
Familiarity with DNS, Active Directory Services, and protocols like SMTP, SNMP, etc.
Proficiency with TCP/IP networks and identifying site-down issues.
Understanding of Firewalls, DLP, EDR, Proxy concepts.
Fundamental understanding of ITSM, ITIL, or CMDB.
Good verbal communication skills.
Experienced in resolving issues affecting customer satisfaction.
Ability to handle critical customer issues/problems.
Willingness to work after hours and weekends, as part of a 24/7 coverage team.