Technical Solutions Consultant

Jobtailor

Philippines

On-site

PHP 1,000,000 - 1,400,000

Full time

3 days ago

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Job summary

Jobtailor is seeking a senior technical escalation professional to own end-to-end investigations, coordinating high-priority incidents and delivering proactive client communications. You will collaborate with Product, Engineering, Operations, Sales, and Support to resolve enterprise client issues and improve service quality.

The role emphasizes leveraging AI, automation, and observability tools (e.g., Splunk, Grafana) to identify trends and drive continuous improvement across regions and time

Qualifications

5+ years of relevant work experience with a Bachelor's Degree.
6+ years of work experience with a Bachelor's Degree, or 4+ years with an Advanced Degree.
5+ years of experience with a Bachelor's degree or 2+ years with an Advanced degree.
6+ years of experience in technical support, production operations, Site Reliability.
Proven experience investigating and resolving complex technical issues for enterprise clients.

Responsibilities

Own end-to-end investigation and resolution of complex issues.
Coordinate high-severity incidents with stakeholders and manage communications.
Provide proactive client communication and timely updates during incidents.
Collaborate across Product, Engineering, Operations, Sales, Account Management and Support.
Monitor signals to identify risks and drive continuous improvement.
Lead or coordinate incident response for highly available platforms.

Skills

Escalation management

Incident coordination

Client communication

REST API troubleshooting

Observability tools

Education

Bachelor's Degree

Advanced degree

Tools

Splunk

Grafana

AI tools

Automation tools

Job description

Serve as a technical escalation owner for complex client issues, maintaining end-to-end accountability from investigation through resolution
Deliver exceptional client experiences through proactive communication, timely updates, and a solutions-oriented approach
Partner across Product, Engineering, Operations, Sales, Account Management, and Support teams to drive rapid resolution of client-impacting issues
Utilize approved AI, automation, and analytics tools to accelerate investigations, identify trends, and improve operational efficiency
Lead and coordinate high-severity incidents, including internal and external communications, stakeholder management, and recovery efforts
Support enterprise clients through technical consultations, escalations, and service reviews
Monitor operational signals and support trends to proactively identify risks, recurring issues, and opportunities for continuous improvement
Collaborate globally across regions and time zones to ensure uninterrupted client support and service continuity
Exercise sound judgment in ambiguous or high-pressure situations, balancing client impact, business priorities, and operational risk
Contribute to knowledge sharing, process optimization, and training initiatives that improve team effectiveness and client outcomes
Participate in after-hours, weekend, and on-call support coverage as required

Requirements

5 or more years of relevant work experience with a Bachelor's Degree, or at least 2 years of work experience with an Advanced degree (e.g. Masters, MBA, JD, MD), or 0 years of work experience with a PhD
6 or more years of work experience with a Bachelor's Degree, or 4 or more years of relevant experience with an Advanced Degree, or up to 3 years of relevant experience with a PhD
5+ years of experience with a Bachelor's degree or 2+ years with an Advanced degree
6+ years of experience in technical support, production operations, Site Reliability
Proven experience investigating and resolving complex technical issues for enterprise clients
Demonstrated success serving as a technical escalation point and managing high priority incidents
Strong understanding of payments, eCommerce platforms, transaction processing, APIs, and production support environments
Hands-on experience troubleshooting REST APIs, integrations, and distributed systems
Experience leveraging observability and monitoring tools such as Splunk, Grafana, or similar platforms
Strong analytical, troubleshooting, and problem-solving skills with the ability to manage multiple priorities
Proven ability to work independently, take ownership, and drive outcomes with minimal oversight
Experience collaborating across technical and non-technical organizations to achieve shared goals
Strong client-facing communication skills with the ability to influence, build trust, and explain complex concepts clearly
Experience utilizing AI and automation tools while adhering to Visa's security and governance requirements
Ability to support non-traditional work schedules based on business and client needs
Experience leading or coordinating incident response for highly available, client-facing platforms
Knowledge of cloud-native technologies, observability practices, automation, and operational excellence frameworks
Demonstrated ability to identify systemic issues, influence cross-functional stakeholders, and drive long-term service improvements

Core Competencies

Demonstrates expertise in technical escalation management, incident response, and client support for enterprise environments. Proficient in utilizing AI, automation, and observability tools to enhance operational efficiency and drive continuous improvement.

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