Customer Success Engineer – Tier 2

Jobtailor; Mabalacat; On-site; PHP 420,000 - 660,000; Full time

Job summary

Jobtailor in the Philippines is seeking a Tier 2 technical support specialist to handle escalated issues from Tier 1, perform thorough analysis, and drive timely resolution.

You will collaborate with Tier 1 and other departments, provide guidance and training, maintain internal knowledge bases, and ensure clear, customer-focused communication while documenting findings for future reference.

Qualifications

• 3+ years of experience in similar IT roles.
• Deep/advanced understanding of technical issues and diagnostic abilities.
• Clear communication with customers and team members.
• Hands-on experience with company-specific tools.

Responsibilities

• Handle escalated Tier 2 technical issues.
• Conduct thorough analysis to identify root causes of problems.
• Work closely with Tier 1 support and other departments for issue resolution.
• Provide guidance and training to Tier 1 support to enhance their problem-solving skills.
• Update and maintain internal knowledge bases and documentation.

Skills

Technical support

Root cause analysis

Customer communication

Documentation

Training others

Tools

Company-specific tools

Job description

Responsibilities

• Handling more complex technical issues that have been escalated from Tier 1.
• Conducting thorough analysis to identify the root causes of technical problems.
• Working closely with Tier 1 support and other departments for issue resolution.
• Providing guidance and training to Tier 1 support to enhance their problem-solving skills.
• Updating and maintaining internal knowledge bases and documentation.

Requirements

• 3+ years of experience or SME/Tier 2 level in similar positions such as technical support, helpdesk representative, desktop support, IT service management preferred.
• Deep/advanced understanding of technical issues and diagnostic abilities
• Hands-on experience with company-specific tools and technologies
• Clear communication with customers and team members
• Ability to explain complex concepts in simple terms.

Core Competencies

Demonstrates advanced technical problem-solving abilities and effective communication skills, with a focus on training and guiding Tier 1 support teams. Proficient in analyzing complex technical issues and maintaining comprehensive documentation.