Customer Success Engineer Tier 2

Ideagen; Pampanga; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ideagen is seeking a Customer Success Engineer Tier 2 in Clark Freeport Zone, Pampanga, Philippines. This hybrid role focuses on resolving complex technical issues escalated from Tier 1, with emphasis on deep diagnostics and customer satisfaction.

You will collaborate with Tier 1 and other departments, share knowledge, and maintain internal documentation. Ideal candidates have 3+ years in technical support, strong diagnostic skills, and clear communication with customers.

Qualifications

• 3+ years in technical support or Tier 2 roles.
• Deep understanding of technical issues and diagnostics.
• Hands-on with company-specific tools and technologies.
• Strong communication with customers and teams.

Responsibilities

• Handle complex technical issues escalated from Tier 1.
• Conduct thorough analysis to identify root causes.
• Collaborate with Tier 1 and other departments.
• Provide guidance and training to Tier 1 support.
• Update and maintain internal knowledge bases and documentation.

Skills

Technical support

Advanced troubleshooting

Root cause analysis

Clear communication

Tools

Company tools

Diagnostics tools

Job description

About Us

Location - Clark Freeport Zone, Pampanga, Philippines

Department - Customer

Function - Customer Support

Working Pattern - Hybrid

Benefits - Benefits at Ideagen

Salary - this will be discussed at the next stage of the process, if you do have any questions, please feel free to reach out

The Customer Success Engineer Tier 2 is tasked with handling more complex technical issues that escape Tier 1 support. This role requires a deeper technical expertise to analyze, diagnose, and resolve more complex problems, ensuring customer satisfaction and product reliability.

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. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. 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!

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

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.