Support Engineer

Location: Remote, Manila, Philippines; occasional in-person office meetings may be possible once or twice a year. Some out-of-hours meetings may be required because of global teams and multiple time zones.

Salary: ₱50K–₱55K per month

Company

Develops intuitive products that support learning, education, and personal development.

What you will do

• Troubleshoot and resolve client issues through knowledge-based support platforms, primarily by email and within agreed SLAs.
• Investigate client integration issues, monitor system logs, and implement resolution plans for technical problems.
• Modify Freemarker document templates and assist with testing new features and validating software fixes.
• Handle technical requests from internal departments, collaborate with development teams, and escalate issues when appropriate.
• Use AI to optimize troubleshooting and daily support tasks.
• Create documentation and workflows for issue resolution, while identifying opportunities to improve support processes and products.

Requirements

• At least 2 years of experience as a support engineer or in a similar role.
• Proven troubleshooting and problem-solving experience with strong analytical skills.
• Fluent and professional spoken and written English.
• Excellent customer-facing communication skills.
• BSc in Computer Science or a related field.
• Based in Manila, Philippines, for this remote role; occasional out-of-hours meetings may be required.

Nice to have

• Relational databases, SQL scripting, Linux, Bash, application and server log analysis.
• Java, JavaScript, XML, HTML5, JSON, SSH, REST, Freemarker, XSL-FO, Git, CSS3, and OpenSSL.
• Atlassian Suite, Salesforce or similar support management systems, and Microsoft Office.
• User acceptance testing, AWS, microservices, security, and public key infrastructure.
• Experience using AI in daily operations and familiarity with iOS.

Culture & Benefits

• Remote work with collaboration arrangements varying by role, team, and location.
• Competitive compensation and an ownership program for full-time employees.
• Generous time off, local holidays, and an annual late-December recharge period based on departmental needs.
• Wellness programs, mental health support, learning resources, professional development tools, and tuition reimbursement.
• Inclusive culture focused on support, recognition, and meaningful connection.

Hiring process

• Background check required for all employees.
• Identity verification may include legal name, current physical location, contact number, and residential address in accordance with local privacy laws.