Senior B2B Enterprise Support Engineer

Jobtailor; Muntinlupa; On-site; PHP 600,000 - 900,000; Full time

Job summary

Jobtailor seeks a seasoned B2B technical support professional in the Philippines to serve as the frontline contact for CXApp users. You will handle tickets via email, chat, or helpdesk, and troubleshoot across the CXApp product suite while gathering logs for analysis.

You will work with Engineering and Product teams to resolve issues promptly, with preferred exposure to CI/CD tools and cloud certs. Strong communication and ownership are essential for maintaining SLAs.

Qualifications

• 3–5 years of experience delivering B2B enterprise-level technical support.
• Hands‑on experience with issue management tools (Zendesk, Slack, JIRA) and cross‑department workflows.
• Solid understanding of the issue lifecycle: prioritization, escalation, and resolution.
• Preferred: Exposure to CI/CD tools (GitHub Actions, GitLab CI, Jenkins).
• Preferred: Basic familiarity with containers (Docker) and orchestration concepts (Kubernetes).
• Preferred: Prior experience in a blended support and operations role.
• Debugging experience with Browser DevTools, HAR capture, and Postman.
• Experience with system dashboards, uptime alerts, and logs using tools such as Datadog, Grafana, CloudWatch, or equivalent.

Responsibilities

• Serve as frontline contact for customers using CXApp's in-house product.
• Respond to and resolve customer support tickets via email, chat, or helpdesk platform.
• Troubleshoot functionality and configuration issues across the CXApp product suite.
• Reproduce reported issues and gather logs and diagnostics.
• Distinguish user errors, configuration issues, and genuine product bugs.
• Track SLAs and communicate professionally with customers throughout ticket lifecycles.
• Escalate complex technical issues to Tier 2 or Engineering with reproduction steps and context.
• Maintain and improve the internal knowledge base, including macros and templates.
• Monitor system dashboards, uptime alerts, and logs.
• Coordinate communications and support incident post-mortems.
• Execute routine operational tasks such as restarting services, clearing queues, and running documented deployment or rollback scripts.
• Perform first-pass triage on infrastructure incidents.
• Assist with basic CI/CD pipeline checks and flag failures.
• Maintain and follow runbooks and SOPs, proposing updates when needed.
• Collaborate with Engineering, Product, and Customer Experience teams to ensure timely issue resolution.

Skills

Technical Support

Troubleshooting

Issue Lifecycle Management

Log Analysis

System Monitoring

Customer Communication

Collaboration

Education

AWS Cloud Practitioner

ITIL Foundation

CompTIA Linux+

Tools

Zendesk

JIRA

Slack

Datadog

Grafana

CloudWatch

Docker

Kubernetes

Job description

Jobtailor seeks a seasoned B2B technical support professional in the Philippines to serve as the frontline contact for CXApp users. You will handle tickets via email, chat, or helpdesk, and troubleshoot across the CXApp product suite while gathering logs for analysis.

You will work with Engineering and Product teams to resolve issues promptly, with preferred exposure to CI/CD tools and cloud certs. Strong communication and ownership are essential for maintaining SLAs.