Support Engineer

CXApp; Muntinlupa; Presencial; PHP 600.000 - 800.000; Jornada completa

Descripción de la vacante

CXApp Philippines is seeking a Support Engineer to be the frontline for customers using our in-house product, with Level 1 DevOps duties such as monitoring system health, triaging alerts, and running standard runbooks under supervision. The role collaborates with Engineering, Product, and Customer Experience teams to resolve issues and improve the user journey.

Ideal candidates bring 3–5 years of B2B technical support experience, strong problem solving, and a proactive ownership mindset, with

Formación

• 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 both customers and internal teams).
• Proven ability to manage a high volume of inquiries, resolving or escalating as appropriate.
• Demonstrated ownership and accountability, driving issues from start to resolution.

Responsabilidades

• Respond to and resolve customer support tickets (email, chat, or helpdesk) covering functionality, configuration, and troubleshooting across the CXApp product suite.
• Reproduce reported issues, gather logs/diagnostics, and distinguish user-error, configuration, or genuine product bugs.
• Track SLAs and ensure timely, professional communication with customers throughout ticket lifecycles.
• Escalate complex technical issues to Tier 2/engineering with clear reproduction steps and context.
• Maintain and improve internal knowledge base, create macros/templates, and share best practices.

Conocimientos

Interpersonal skills

Collaboration

Ownership & accountability

Problem solving

Customer-focused attitude

Herramientas

Zendesk

Jira Service Management

Confluence

Slack

Teams

Datadog

Grafana

CloudWatch

Postman

Kibana/Elastic

Descripción del empleo

About CXApp

CXApp is a software development company committed to revolutionizing customer and employee engagement through innovative digital solutions. Our platform enables organizations worldwide to design personalized experiences that drive productivity, collaboration, and growth. We take pride in cultivating a vibrant, inclusive, and forward-thinking culture where creativity, teamwork and excellence fuel everything we do.

Job Summary

CXApp Philippines is hiring a Support Engineer to be the frontline point of contact for customers using our in-house developed product, while also carrying Level 1 DevOps responsibilities -monitoring system health, triaging alerts, and executing routine, well-documented operationaltasks under the guidance of the Technical Support Manager. This is a blended role for someonewho enjoys solving customer problems and requests and is curious about the infrastructure andsystems running underneath the product. You will collaborate closely with Engineering, Product,and Customer Experience teams to ensure timely issue resolution and contribute to enhancingthe overall user journey.

Key Responsibilities

Customer Technical Support

• Respond to and resolve customer support tickets (email, chat, or helpdesk platform) covering functionality, configuration, and troubleshooting across the full CXApp product suite.
• Reproduce reported issues, gather logs/diagnostics, and distinguish user-error, configuration, or genuine product bugs.
• Track SLAs and ensure timely, professional communication with customers throughout ticket lifecycles.
• Escalate complex technical issues to Tier 2/engineering with clear reproduction steps and context.
• Maintain and improve internal knowledge base, create macros/templates, and share best practices.

Level 1 DevOps Support

• Monitor system dashboards, uptime alerts, and logs (e.g. via tools like Datadog, Grafana, CloudWatch, or equivalent) and coordinate comms, and support incident post- mortems.
• Execute routine, pre-documented operational tasks: restarting services, clearing queues, running standard deployment/rollback scripts under runbooks.
• Perform first-pass triage on infrastructure incidents — is this a known issue, a config problem, or does it need immediate escalation to DevOps/engineering on-call.
• Assist with basic CI/CD pipeline checks (build status, deployment logs) and flag failures to the responsible engineer.
• Maintain and follow runbooks/SOPs; propose updates when a documented process no longer matches reality.

Key Performance Indicators (KPIs)

• CSAT (Customer Satisfaction Score)
• SLA compliance (response, updates, resolution)
• First Contact Resolution (FCR)
• Escalation handling & backlog health
• Knowledge contributions (articles, macros, SME insights)

Note: KPIs may be adjusted based on business priorities and are not intended to be an exhaustive list of performance expectations.

Candidate Profile

• A natural problem-solver who finds satisfaction in helping others overcome challenges.
• Genuinely curious about technology and eager to keep learning and growing your skills.
• An active listener who takes the time to fully understand problems and provide effective, lasting solutions.
• A collaborative teammate who enjoys learning from others and is patient and supportive when teaching or guiding in return.
• Someone who thrives in a customer-first, team-oriented environment, where success is built together.

Required 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.
• Strong interpersonal and collaboration skills (with both customers and internal teams).
• Proven ability to manage a high volume of inquiries, resolving or escalating as appropriate.
• Demonstrated ownership and accountability, driving issues from start to resolution.

Preferred Qualifications

• Exposure to CI/CD tools (GitHub Actions, GitLab CI, Jenkins).
• Basic familiarity with containers (Docker) and orchestration concepts (Kubernetes at a conceptual level).
• Prior experience in a role that blended support + operations (e.g., "Support Engineer," "Application Support," "IT Operations/ServiceDesk").
• Relevant certifications: AWS Cloud Practitioner, ITIL Foundation, CompTIA Linux+.
• Debugging: Browser DevTools, HAR capture, Postman
• Experience with system dashboards, uptime alerts, and logs (e.g. via tools like Datadog, Grafana, CloudWatch, or equivalent)

Tools You’ll Use

• Support/Ticketing: Zendesk, Jira Service Management
• Knowledge Base: Confluence
• Communication: Slack, Teams
• Debugging: Browser DevTools, HAR capture, Postman
• Monitoring & Logs: Statuspage, Kibana/Elastic

Why Join CXApp

• Be part of an innovative organization shaping the future of digital engagement solutions.
• Work with a diverse, talented and passionate global team.
• Thrive in a culture that values professional growth, creativity and work-life balance.