Senior Customer Success Engineer, Tier 2 (Hybrid)

Ideagen Plc; Mabalacat; Hybrid; PHP 420,000 - 780,000; Full time

Benefits offered by this job

Hybrid work arrangement

Benefits at Ideagen

Job summary

Ideagen is seeking a Customer Success Engineer Tier 2 for the Clark Freeport Zone, Pampanga. You will handle complex technical issues escalated from Tier 1, diagnose root causes, and ensure customer satisfaction.

The role requires deep troubleshooting, clear communication, and collaboration with Tier 1 and other teams. A hybrid working pattern is offered, with guidance from our Talent Acquisition team through the next steps.

Qualifications

• 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.

Responsibilities

• Advanced Troubleshooting: Handling more complex technical issues escalated from Tier 1.
• In‑Depth Analysis: Conducting thorough analysis to identify 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 problem-solving skills.
• Documentation: Updating and maintaining internal knowledge bases and documentation.

Skills

3+ years experience

Advanced diagnostics

Company-specific tools

Clear communication

Explain complex concepts

Tools

Company-specific tools

Job description

Ideagen is seeking a Customer Success Engineer Tier 2 for the Clark Freeport Zone, Pampanga. You will handle complex technical issues escalated from Tier 1, diagnose root causes, and ensure customer satisfaction.

The role requires deep troubleshooting, clear communication, and collaboration with Tier 1 and other teams. A hybrid working pattern is offered, with guidance from our Talent Acquisition team through the next steps.