Senior Technical Support Engineer (CX)

TL;DR

Senior Technical Support Engineer (CX): Providing advanced technical support for customer contact center software with an accent on log analysis, troubleshooting complex multi-platform environments, and managing customer relationships. Focus on resolving escalated issues, driving process improvements, and ensuring SLA targets are met.

Location: Must be based in Manila, Philippines (Hybrid: 2 days in office, 3 days remote).

Company

A global market leader in AI, cloud, and digital software solutions, serving over 25,000 businesses worldwide to enhance customer experiences and ensure public safety.

What you will do

• Provide advanced technical support by analyzing logs, traces, and packet captures to resolve complex issues.
• Manage customer relationships from a technical perspective, collaborating with account managers to ensure client success.
• Mentor colleagues on troubleshooting techniques, product knowledge, and effective communication.
• Drive process improvements to enhance support efficiency and effectiveness.
• Ensure cases progress according to SLA targets and provide root cause corrections.
• Maintain KCS certification and proactively manage cases based on priority and severity.

Requirements

• Bachelor’s degree in Computer Science, Business Information Systems, Networking, or equivalent experience.
• 5+ years of technical customer service experience, preferably in technical support.
• 3+ years of advanced knowledge in SaaS, relational databases, and data/metric analysis.
• Strong analytical and problem-solving skills in complex, multi-platform environments.
• Excellent written and verbal communication skills with an assertive and professional approach.
• Proven ability to resolve escalated customer problems using internal and external resources.

hirify.global-to-have">hirify.global to have

• Knowledge in telecommunications and networking.
• SQL scripting experience.

Culture & Benefits

• Work in a fast-paced, collaborative, and innovative global environment.
• hirify.global-FLEX hybrid model offering flexibility between office and remote work.
• Opportunities for continuous learning and internal career growth across multiple disciplines.
• Exposure to market-leading AI and cloud technologies.