Support Engineer

Sprout Solutions Phil.; Philippines; On-site; PHP 300,000 - 550,000; Full time

Job summary

Sprout Solutions Philippines is seeking a Support Engineer to deliver high-quality technical support for Sprout's software. You will troubleshoot, debug, and resolve issues, collaborating with Development for advanced problems while also contributing to documentation and training for customers.

The role may require on-call rotation throughout the year, and you will engage with both technical and non-technical end users across a growing customer base, ensuring optimal product performance and

Qualifications

• Bachelor degree holder in IT-related field
• Proficient in SQL and C#
• Experience with Windows OS and basic networking
• Strong English communication skills

Responsibilities

• Take ownership of technical issues and collaborate with Development to resolve complex problems
• Resolve escalated customer complaints without escalation to team lead
• Document troubleshooting and resolution steps
• Provide training to customers as needed
• Provide technical support to clients for Sprout's software
• Troubleshoot, modify, and configure software to meet design specs
• Investigate, debug, reproduce issues, and verify fixes
• Highlight risks and assist in mitigating technical risks
• Analyze production issues from business and application perspectives and suggest corrective actions
• Communicate with Customer Support to clarify problems and verify resolutions
• Perform other duties as assigned by the company

Skills

SQL

C#

Windows

Networking

English

Education

Bachelor's degree in IT

Job description

The primary responsibility of the Support Engineer is to provide high-quality technical support for Sprout's software. This person will also work on other programming and documentation projects as required. Support Engineers deliver effective technical customer support to our rapidly growing customer base, delivering solutions to both technical and non-technical end users while also supporting a wide range of technologies. Support Engineers may be required to be on-call on a rotating basis throughout the year.

TASKS:

• Taking ownership of technical issues, and working with our Development team to resolve more advanced issues when necessary. Includes debugging, simulations, locating bugs, tool and script development for problem diagnosis, troubleshooting and reproduction. Engineers are responsible for providing resolutions to issues within the parameter of contractual Service Level Agreements (SLAs)
• Resolving escalated customer complaints without the need for team lead intervention
• Documenting troubleshooting and problem resolution steps
• Participation in providing training to customers as required
• Responsible for providing technical support to clients
• Provide engineering expertise to troubleshoot, modify and engineers software solutions and configuration to ensure the product performs within optimal design specification
• Investigates, debugs and reproduces issues, provides fixes and workarounds and verifies changes to ensure continued operatibility of the software.
• Highlights risk and helps in mitigating the risk from technical aspects.
• Analyzes production issues from business and the application perspective and outlines corrective actions
• Performs impact assessments of the issues and contributes to the Root Cause Analysis of critical issues
• Communicates with the Customer Support to enhance the understanding of customer problems, and verifies that an appropriate resolution has been applied
• Perform other duties as assigned by the company

QUALIFICATIONS | COMPETENCIES:

• Bachelor degree holder in any IT-related field
• Required knowledge or experience: SQL and C#
• Knowledge of Windows, XP, Vista and general desktop support issues
• Knowledge of DNS, TCP/IP and other networking concepts
• Excellent English communication skills (verbal and written)