Senior Escalation Engineer & Tier 1 Trainer

Jobtailor; Mabalacat; On-site; PHP 420,000 - 660,000; Full time

Job summary

Jobtailor in the Philippines is seeking a Tier 2 technical support specialist to handle escalated issues from Tier 1, perform thorough analysis, and drive timely resolution.

You will collaborate with Tier 1 and other departments, provide guidance and training, maintain internal knowledge bases, and ensure clear, customer-focused communication while documenting findings for future reference.

Qualifications

• 3+ years of experience in similar IT roles.
• Deep/advanced understanding of technical issues and diagnostic abilities.
• Clear communication with customers and team members.
• Hands-on experience with company-specific tools.

Responsibilities

• Handle escalated Tier 2 technical issues.
• Conduct thorough analysis to identify root causes of problems.
• Work closely with Tier 1 support and other departments for issue resolution.
• Provide guidance and training to Tier 1 support to enhance their problem-solving skills.
• Update and maintain internal knowledge bases and documentation.

Skills

Technical support

Root cause analysis

Customer communication

Documentation

Training others

Tools

Company-specific tools

Job description

Jobtailor in the Philippines is seeking a Tier 2 technical support specialist to handle escalated issues from Tier 1, perform thorough analysis, and drive timely resolution.

You will collaborate with Tier 1 and other departments, provide guidance and training, maintain internal knowledge bases, and ensure clear, customer-focused communication while documenting findings for future reference.