Customer Success Engineer Tier 2

Damstra Technology; Philippines; On-site; PHP 480,000 - 720,000; Full time

Job summary

Damstra Technology is seeking a Customer Success Engineer Tier 2 to join our hybrid team in Clark Freeport Zone, Pampanga, Philippines. You will handle complex technical issues escalated from Tier 1, applying deep product knowledge to diagnose and resolve problems while ensuring customer satisfaction.

You will work closely with Tier 1 and other departments, share knowledge, and contribute to maintaining robust product reliability.

Qualifications

• 3+ years of experience in technical support or similar roles.
• Strong diagnostic abilities and deep technical understanding.
• Hands-on experience with company-specific tools and technologies.
• Clear communication with customers and team members.

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

Troubleshooting

Root cause analysis

Customer support

Documentation

Communication

Job description

Customer Success Engineer Tier 2

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 escalated beyond 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