Support Engineer

Jobtailor

Muntinlupa

On-site

PHP 600,000 - 900,000

Full time

37 hours ago

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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

Serve as the frontline point of 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

Requirements

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
Strong interpersonal and collaboration skills with customers and internal teams
Ability to manage a high volume of inquiries, resolving or escalating as appropriate
Demonstrated ownership and accountability, driving issues from start to resolution
Preferred: Exposure to CI/CD tools (GitHub Actions, GitLab CI, Jenkins)
Preferred: Basic familiarity with containers (Docker) and orchestration concepts (Kubernetes at a conceptual level)
Preferred: Prior experience in a blended support and operations role
Preferred: Relevant certifications such as AWS Cloud Practitioner, ITIL Foundation, or CompTIA Linux+
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

Core Competencies

Demonstrates expertise in B2B enterprise-level technical support, with a strong focus on issue management, troubleshooting, and customer communication. Proficient in maintaining operational efficiency through collaboration with cross-functional teams and adherence to established processes.

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