Tech Support Engineer: AI-Driven Triage & Integrations

SupportNinja

Metro Manila

On-site

PHP 335,000 - 580,000

Part time

4 days ago

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Job summary

SupportNinja is hiring a Technical Support Engineer for a seasonal role in the Metro Manila area. You will triage, troubleshoot integrations across Salesforce and MuleSoft, and drive automation and knowledge management.

Strong documentation, critical thinking, and customer-service focus are essential. Responsibilities include handling escalation paths, engaging with engineers, and maintaining accurate runbooks and SOPs.

Qualifications

1–2+ years in technical support, service desk, or coordination role.
Bachelor's degree or equivalent experience considered in place of a degree.
Proficiency in Jira and Confluence.
Proficiency in Microsoft 365.
Familiarity with Salesforce (end user) and integrations.
Foundational knowledge of SQL and Snowflake; able to learn quickly.
Experience with AI tools (Claude, ChatGPT, Copilot) in daily work.

Responsibilities

Serve as the first point of contact for Engineering & Integration requests, triaging and routing tickets.
Troubleshoot integration issues across Salesforce, MuleSoft, SaaS platforms, and custom integrations; own break/fix end-to-end.
Document findings and resolutions as knowledge articles; support problem management and continuous improvement.
Build, tune, and maintain AI-assisted automation for triage and intake; review AI outputs and handle exceptions.
Communicate with customers through the ticketing system; set expectations and meet SLAs.