L2 Support Engineer (Mobile/Telehealth)

White Cloak Technologies, Inc.; Pasig; On-site; PHP 420,000 - 540,000; Full time

Job summary

White Cloak Technologies, Inc. is seeking an L2 Support Engineer (Mobile / Telehealth) to bridge frontline customer care and engineering. You will diagnose and resolve tier-2 issues affecting a flagship Telehealth mobile app used by healthcare providers and patients.

You will analyze logs, coordinate with L3/Product Engineering, and maintain runbooks to streamline issue resolution while upholding HIPAA/GDPR compliance and data privacy.

Qualifications

• 2–4 years of experience in a technical support, application support, or systems engineering role (ideally in a mobile-first product environment).
• Solid understanding of iOS and Android operating systems, mobile app deployment cycles, and debugging tools (e.g., Postman, Xcode/Android Studio logs).
• Proficiency with APM and logging platforms (e.g., Firebase, Sentry).
• Experience writing NoSQL (MongoDB) and SQL queries and interacting with RESTful APIs to diagnose data and integration mismatches.
• Exceptional written and verbal communication skills, with the ability to translate complex technical jargon into actionable steps for non-technical stakeholders.
• Prior experience in Telehealth, HealthTech, or a highly regulated industry handling sensitive compliance data (HIPAA or equivalent) is preferred but not required

Responsibilities

• Investigate, replicate, and resolve complex tier-2 technical issues escalated from L1 Support, focusing on mobile app performance, synchronization errors, and API integration failures
• Query and analyze system logs and inspect client-side mobile logs using crash-reporting tools (e.g., Firebase Crashlytics, CloudWatch) to identify root causes
• Manage escalations by clearly articulating technical bugs to L3/Product Engineering teams with reproducible steps, payloads, and environmental context
• Troubleshoot device-specific, OS-specific (iOS and Android), and network-related issues impacting video/audio consultations or real-time data streaming
• Verify database and backend behavior by running basic NoSQL and SQL queries to confirm data integrity and user account configurations, and by checking REST API responses
• Conduct all technical investigations in strict compliance with healthcare data regulations (HIPAA/GDPR) to protect PHI
• Create and maintain internal knowledge base articles, runbooks, and SOPs to enable L1 teams and streamline issue resolution

Skills

Technical support

Communication

Problem solving

HIPAA/GDPR compliance awareness

Cross-functional collaboration

Tools

Firebase Crashlytics

CloudWatch

Postman

Xcode/Android Studio logs

Sentry

Job description

About the role

The L2 Support Engineer (Mobile / Telehealth) will join the Technical Support team to bridge frontline customer care and engineering squads. This role focuses on diagnosing, troubleshooting, and resolving complex tier-2 technical issues affecting a flagship Telehealth mobile app used by healthcare providers and patients. Because the platform impacts patient care, the engineer must combine technical precision, strong data privacy compliance, and urgency in resolving critical bottlenecks, while clearly escalating reproducible bugs to L3/Product Engineering.

Key responsibilities

• Investigate, replicate, and resolve complex tier-2 technical issues escalated from L1 Support, focusing on mobile app performance, synchronization errors, and API integration failures
• Query and analyze system logs and inspect client-side mobile logs using crash-reporting tools (e.g., Firebase Crashlytics, CloudWatch) to identify root causes
• Manage escalations by clearly articulating technical bugs to L3/Product Engineering teams with reproducible steps, payloads, and environmental context
• Troubleshoot device-specific, OS-specific (iOS and Android), and network-related issues impacting video/audio consultations or real-time data streaming
• Verify database and backend behavior by running basic NoSQL and SQL queries to confirm data integrity and user account configurations, and by checking REST API responses
• Conduct all technical investigations in strict compliance with healthcare data regulations (HIPAA/GDPR) to protect PHI
• Create and maintain internal knowledge base articles, runbooks, and SOPs to enable L1 teams and streamline issue resolution

About you

• 2–4 years of experience in a technical support, application support, or systems engineering role (ideally in a mobile-first product environment)
• Solid understanding of iOS and Android operating systems, mobile app deployment cycles, and debugging tools (e.g., Postman, Xcode/Android Studio logs)
• Proficiency with APM and logging platforms (e.g., Firebase, Sentry)
• Experience writing NoSQL (MongoDB) and SQL queries and interacting with RESTful APIs to diagnose data and integration mismatches
• Exceptional written and verbal communication skills, with the ability to translate complex technical jargon into actionable steps for non-technical stakeholders
• Prior experience in Telehealth, HealthTech, or a highly regulated industry handling sensitive compliance data (HIPAA or equivalent) is preferred but not required