Senior Technical Support Engineer (2nd/3rd Line) - Remote

Auditdata; Calamba; Remote; PHP 600,000 - 900,000; Full time

Job summary

Auditdata's Customer Care team is seeking an experienced technical support specialist to own a portfolio of named accounts and manage a live ticket queue. You will solve complex issues, coordinate with Product, DevOps, and Professional Services, and be the primary technical contact for your customers.

This role combines hands-on troubleshooting across software and hardware, knowledge-base creation, weekly review calls, and customer reporting, with a remote work model across APAC, Europe, and

Qualifications

• 5+ years in customer-facing technical support or equivalent
• Hands-on 2nd/3rd line support via phone, email, and remote tools
• Ability to chair recurring customer meetings independently
• Experience authoring Knowledge Base articles or runbooks
• Strong understanding of support workflows and incident management

Responsibilities

• Respond to inquiries within SLAs with accurate product information
• Troubleshoot and resolve software and hardware issues
• Document replication steps for engineering teams
• Escalate to Product Management and coordinate with DevOps until resolution
• Manage Knowledge Base content and runbooks
• Own the support relationship for named Enterprise accounts
• Lead weekly ticket review calls and set clear action items
• Produce root-cause analyses and status updates for customers
• Build reports and dashboards in HelpDesk/CRM for internal and customer review
• Analyze ticket data to identify recurring issues and SIP risks

Skills

Ticket ownership

Customer communication

SLA management

Technical writing

Cloud/SaaS support

English fluency

Remote collaboration

Tools

HelpDesk CRM

Job description

Auditdata's Customer Care team is seeking an experienced technical support specialist to own a portfolio of named accounts and manage a live ticket queue. You will solve complex issues, coordinate with Product, DevOps, and Professional Services, and be the primary technical contact for your customers.

This role combines hands-on troubleshooting across software and hardware, knowledge-base creation, weekly review calls, and customer reporting, with a remote work model across APAC, Europe, and