Remote Technical Support Engineer - AI-Driven Troubleshooting

Portfolium (Acquired by Instructure); Manila; On-site; PHP 558,000 - 614,000; Full time

Benefits offered by this job

Ownership program

Flexible work culture

Generous time off

Job summary

Instructure is seeking a customer-facing Support Engineer to resolve client issues across platforms from our remote Manila team. You will use knowledge-based systems, handle integration troubleshooting, and collaborate with global colleagues.

The role requires at least 2 years in support, strong English, a CS degree, and ability to learn and adapt across time zones. This is primarily remote with occasional in-person meetings; benefits include ownership program and flexible work culture.

Qualifications

• 2+ years in a support engineer or similar role.
• Proven troubleshooting and problem-solving experience.
• Honed analytical skills.
• Fluent and professional English (oral and written).
• Excellent customer-facing skills.
• BSc in Computer Science or related field.

Responsibilities

• Use knowledge-based support platforms to troubleshoot and resolve client issues via email per SLAs.
• Multitask and prioritise daily flow with longer-term projects, liaise with internal dev team and escalate when needed.
• Use AI to optimise troubleshooting and assist with tasks.
• Implement resolution plans for technical problems.
• Modify Freemarker document templates.
• Assist with testing of new features and validation of software fixes.
• Troubleshoot client integration issues.
• Handle technical requests from internal departments.
• Initiate product improvement suggestions based on client feedback.
• Identify and evaluate support process improvements with global resources.
• Monitor system logs.
• Write high-quality documentation and workflows for internal use and customer understanding.
• Active self-learning is required; work across timezones may require out-of-hours meetings.

Skills

Troubleshooting

Analytical skills

Customer-facing skills

English (fluent)

Education

BSc in Computer Science or related field

Tools

SQL scripting

Linux

Bash scripting

XML

HTML5

Java

JavaScript

JSON

SSH

Confluence/JIRA/Bitbucket

Salesforce

REST

Freemarker

XSL-FO

Git

CSS3

OpenSSL

AWS

microservices

Security / PKI

Job description

Instructure is seeking a customer-facing Support Engineer to resolve client issues across platforms from our remote Manila team. You will use knowledge-based systems, handle integration troubleshooting, and collaborate with global colleagues.

The role requires at least 2 years in support, strong English, a CS degree, and ability to learn and adapt across time zones. This is primarily remote with occasional in-person meetings; benefits include ownership program and flexible work culture.