Solution Engineer - Hypercare Team

Five9; Metro Manila; On-site; PHP 1,200,000 - 1,500,000; Full time

Benefits offered by this job

Company stocks

Annual merit increase

Paid leave with cash conversion

HMO with free dependents

Retirement plan

Job summary

A leading cloud software company in Metro Manila is looking for a Senior Solutions Engineer to provide advanced technical support for Hypercare customers. In this role, you will manage high-impact cases, ensuring timely resolutions and effective communication with stakeholders. Candidates should have at least 5 years of experience, with a strong background in customer relations and technical expertise in contact center operations. This position offers a variety of company benefits, including health insurance and company stocks.

Qualifications

• Minimum of 5 years of professional experience with 3 years in software support.
• Knowledge of PBX, ACD, CTI, VoIP, and IVR applications.
• Experience in technical writing and business presentations.

Responsibilities

• Lead point of contact for Hypercare customers.
• Build and maintain strong customer relationships.
• Ensure timely delivery of solutions.
• Prepare case analyses and analyze behavior patterns.
• Assist with high-severity requests or issue escalations.

Skills

Customer relationship management

Technical support expertise

Excellent communication skills

Self-starter qualities

Time-management skills

Education

BA/BS or equivalent experience

Tools

Microsoft Office (Excel, Word, PowerPoint, Visio)

Job description

Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. Join us in bringing joy to customer experience.

Solution Engineer – Hypercare Team

Overview of Job Function

At Five9, the Solutions Engineer (SE) is a senior member of the Hypercare team. As a Solutions Engineer, you will be the point of contact for assigned Hypercare customers and will provide them with advanced-level technical support. You manage high-impact technical cases, ensuring that all break/fix issues are resolved in accordance with the customer’s service agreements. Collaborating with Technical Support Engineers (TSEs), you guarantee timely status updates, customer communication, duplication handling, and root‑cause resolution. You cultivate relationships with key customer stakeholders and internal Five9 teams to facilitate effective communication.

Principal Duties and Essential Responsibilities

• Operate as the lead point of contact for all matters specific to Hypercare customers
• Build and maintain strong, long‑lasting customer relationships
• Ensure the timely and successful delivery of solutions
• Communicate the progress of weekly and monthly initiatives to both internal and external stakeholders
• Prepare case analyses, employing data trends to analyze behavior patterns and preempt potential impacts
• Assist with high‑severity requests or issue escalations as needed
• Proactively reach out to customers in the event of service interruptions and degradations
• Identify the customer’s managed service needs, gather requirements, establish success criteria, document, and validate desired operations
• Conduct checkpoints with key Hypercare stakeholders
• Assess and fine‑tune service deliverables to ensure operational excellence

Requirements

• At least 5 years of professional experience, with a minimum of 3 years in a software support position
• BA/BS or equivalent experience
• Knowledge of PBX, ACD, CTI, VoIP, and IVR applications
• Knowledge of networking theories and protocols such as TCP/IP and the OSI model
• Working knowledge of Microsoft Office products (Excel, Word, PowerPoint, Visio, etc.)
• Experience in technical writing, documentation, and business presentations
• Self‑starter possessing excellent time‑management skills with the ability to manage multiple cases and troubleshooting activities simultaneously
• Knowledge of contact center operations
• Excellent verbal and written communication skills
• May need to work flexible hours to meet customer needs and escalations, generally aligned with customer shifts
• Willingness to travel

Preferred Requirements

• At least 1 year of experience in handling enterprise customer‑relations
• Experience supporting and implementing AI and automation systems
• Project management skills

Company Benefits

• Company stocks
• Annual merit increase based on performance
• 15% night‑shift differential pay
• Paid leave with cash conversion
• HMO with free dependents
• Retirement plan
• Life insurance
• Internet and meal allowance when working from home
• Employee assistance program for mental and social well‑being
• Government‑mandated benefits (SSS, PhilHealth, PagIBIG, 13th month pay, solo parent leave, special leave for women)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

View our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal.

Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.