Support Engineer | TechOps & Customer Care

CXApp

Muntinlupa

On-site

PHP 600,000 - 800,000

Full time

2 days ago

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Job summary

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

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.

Responsibilities

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.