Support Engineer (US Night Shift/Hybrid)

Sysgen RPO, Inc.; Metro Manila; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading company in the technical support sector is seeking a dynamic Support Engineer to provide high-quality assistance and ensure seamless operations for customer-facing systems. The ideal candidate will collaborate with cross-functional teams, deal with complex issues, and maintain client satisfaction through excellent service.

Qualifications

• 3 – 7 years technical support experience.
• Expertise in PKI, X.509 certificates, TLS/SSL, and compliance with security best practices.
• Experience supporting Windows Server OS, Linux, and IIS.

Responsibilities

• Provide technical support for enterprise software applications and IT services.
• Troubleshoot and resolve issues reported by clients via email, chat, or ticketing systems.
• Collaborate with engineering and product teams to diagnose complex problems.

Skills

Technical support

Customer service

Troubleshooting

Incident management

SQL

Scripting languages

Job description

We are looking for a dynamic and customer-focused Support Engineer to join our Technical Support team. The ideal candidate will be responsible for providing high-quality technical assistance, resolving client issues, and ensuring seamless operation of customer-facing systems. This role involves working closely with cross-functional teams and international clients.

Key Responsibilities:

• Provide technical support for enterprise software applications and IT services.

• Troubleshoot and resolve issues reported by clients via email, chat, or ticketing systems.

• Collaborate with engineering and product teams to diagnose root causes of complex problems.

• Document issues, solutions, and FAQs for knowledge base articles.

• Ensure timely resolution and escalation of technical issues as per SLAs.

• Monitor system health, perform routine maintenance tasks, and participate in on-call support if required.

• Assist in software deployment, configuration, and upgrades as needed.

• Provide excellent customer service and maintain a high level of client satisfaction.

Qualifications:

• 3 – 7 years Technical support experience to oversee major incidents, mitigate risks, and provide stability through proactive solutions

• Expertise in PKI, X.509 certificates, TLS/SSL, HSMs, and compliance with security best practices

• Hands-on experience supporting Windows Server OS, Linux, and IIS and capable of participating in support operational projects and initiatives, contributing to the improvement of support processes while quickly learning new tools and systems

• Experience in case management and reporting using Zendesk

• Experience with database queries i.e. SQL

• Experience with scripting languages (e.g., Shell, Python)

• Knowledge of security best practices in infrastructure, application, IAM, or data platform solutions is a plus

• Knowledge of software support processes and product troubleshooting methodologies

• Lead resolution of incidents from low to critical levels, conduct root cause analysis, implement long-term fix