Customer Success Engineer Tier 2

Ideagen; Morong; Hybrid; PHP 420,000 - 700,000; Full time

Job summary

Ideagen is seeking a Customer Success Engineer Tier 2 to handle advanced technical issues, perform in-depth analysis, and collaborate with Tier 1 and other departments. The role emphasizes knowledge sharing and maintaining thorough documentation to improve support quality.

Ideal candidates have 3+ years in similar roles, strong diagnostic skills, and the ability to explain complex concepts clearly. This position operates in a hybrid setup with the Ideagen team globally.

Qualifications

• 3+ years of experience in technical support or Tier 2 roles.
• 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.

Responsibilities

• Advanced Troubleshooting: Handling more complex technical issues escalated from Tier 1.
• In-Depth Analysis: Conducting thorough analysis to identify root causes.
• Collaboration: Work with Tier 1 support and other departments for resolution.
• Knowledge Sharing: Guide and train Tier 1 support to improve problem-solving.
• Documentation: Update and maintain internal knowledge bases and documentation.

Skills

Communication

Troubleshooting

Diagnostics

Collaboration

Job description

Customer Success Engineer Tier 2

Department: Customer | Function: Customer Support | Working Pattern: Hybrid

Responsibilities

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

Skills And Experience

• 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.

About Ideagen

Ideagen is the invisible force behind many things we rely on every day – from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

We’re building a future‑ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen!

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at [e-mail]. All matters will be treated with strict confidence.