Technical Support Engineer

SupportNinja; Metro Manila; On-site; PHP 335,000 - 580,000; Part time

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.

Skills

Analytical mindset

Customer-service mindset

Written communication

Problem solving

Attention to detail

Education

Bachelor's degree in Information Systems, Business, or related field

Tools

Jira

Confluence

Microsoft 365

Salesforce (end user)

SQL

Snowflake

OAuth / integration concepts

AI tools (Claude, ChatGPT, Copilot)

Job description

Contract: Seasonal | Oct. 12 (or earlier) to Dec. 31, 2026

Schedule: 8:00 am to 5 pm EST | M - F

Equipment: BYOD

What does a day in the life of a Technical Support Engineer look like?

Ticket Triage & Intake

• Serve as the first point of contact for incoming Engineering & Integration requests, including Engineering Service Requests and integration tickets; review, categorize, and triage independently.
• Confirm what a requester actually needs versus what they initially ask for, gathering the detail and required fields needed before a request is routed onward.
• Route tickets to the correct owner and approval path, and elevate appropriately when a request is out of scope or higher‑risk.
• Prioritize a live queue against documented SLAs; identify and flag at‑risk tickets early.
• Work integration tickets across the three request types: new integration requests, integration access changes, and integration break/fix.
• Confirm scope with the customer (what they want to integrate or change about an existing integration, or what is broken) and capture the required intake information.
• Follow the defined approval workflow, ensuring the necessary reviews are completed before any change proceeds.
• Follow up with customers through the ticketing system, keeping them informed and closing the loop.

Integration Troubleshooting & Break/Fix

• Troubleshoot integration issues across Salesforce, MuleSoft, many SaaS platforms, and custom integrations, reproducing problems and isolating root cause.
• Own break/fix integration tickets end to end, from first report through resolution, coordinating with engineers where deeper investigation or a code change is required.
• Document findings and resolutions as knowledge articles so recurring issues can be resolved faster and more consistently over time.
• Problem Management & Continuous Improvement
• Look across tickets for recurring problems and patterns rather than treating each in isolation, and surface the underlying causes.
• Partner with engineers to drive persistent issues to a permanent upstream fix, reducing repeat tickets and overall queue volume over time.
• Identify manual or repetitive steps that are good candidates for automation, and propose improvements to intake, triage, and support processes.

Knowledge, Documentation & Reporting

• Own and curate the knowledge base, runbooks, and SOPs that both the team and our AI tooling rely on, keeping them accurate and current.
• Produce clear, consistent documentation and notes in Jira and Confluence, and follow written instructions and SOPs accurately.
• Build and run queries and reports using SQL and Snowflake databases (or similar) to support triage, reporting, and problem analysis.

AI Enablement & Support Automation

• Help build, tune, and maintain the AI-assisted automation that supports intake and triage, including the knowledge and prompts it relies on.
• Review the output of AI tooling, correct it where it is wrong, and handle the exceptions and edge cases it cannot resolve.
• Use AI chat tools (Claude, ChatGPT, Copilot, and similar) as a routine part of triage, documentation, research, and communication, and bring practical ideas for extending them into the team.
• Work with internal customers to understand what they actually need versus what they first ask for, clarifying and negotiating scope so requests are well‑formed and realistic.
• Communicate professionally through the ticketing system: acknowledge requests, ask the right clarifying questions, follow up, and confirm resolution.
• Manage expectations across requesters and stakeholders, giving clear status and proactively flagging when documented SLAs are at risk.
• Approach every interaction with a customer‑service mindset.

Judgment & Collaboration

• Work independently and take ownership of the queue, while knowing when to ask for help or elevate.
• Stay effective when working with ambiguity or partial information, gathering what is missing rather than stalling.
• Collaborate with engineers, analysts, and stakeholders across the team and adjacent functions.

What are the required qualifications for a Technical Support Engineer?

• 1- 2+ years experience in a technical support, service desk, operations, or coordination role, ideally including exposure to ticketing systems and cross-team troubleshooting.
• Basic familiarity with integration and access concepts (e.g., OAuth, connected apps, permissions, least‑privilege), or a clear willingness to learn them.
• Prior experience in a help desk, service desk, or ticket-triage function.
• Bachelor’s degree in Information Systems, Business, or a related field but equivalent experience considered in place of a degree.
• Proficiency in Jira and Confluence.
• Proficiency in Microsoft 365.
• Familiarity with Salesforce (end user experience is acceptable)
• Foundational troubleshooting ability across integrations (Salesforce, MuleSoft, many SaaS platforms, and custom integrations or any similar tool), or a demonstrated aptitude to learn them quickly.
• Familiarity with SQL and Snowflake databases (or similar). Foundational exposure is sufficient at hire; you will use and deepen these skills in the role.
• Demonstrated comfort using AI tools (Claude, ChatGPT, Copilot, or similar) in day‑to‑day work, and an interest in helping build and improve AI‑assisted workflows.
• Analytical mindset with the ability to spot recurring patterns and think about root cause, not just the ticket in front of you.
• Strong attention to detail and a habit of clear, consistent documentation and note‑taking.
• Exposure to service management practices and SLA-driven support.
• Ability to follow SOPs and instructions accurately.
• Ability to review and triage tickets independently.
• Ability to think independently and the judgment to know when to ask for help.
• Comfort working with ambiguity and incomplete information.
• Ability to communicate with customers through a ticketing system, follow up reliably, and meet documented SLAs.
• Outstanding written communication skills and a customer-service orientation.

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