Technical Support Specialist

Lewis Personnel Management; Metro Manila; On-site; PHP 420,000 - 640,000; Full time

Job summary

Lewis Personnel Management is seeking an experienced Technical Support Specialist with 5+ years of relevant experience to support hardware clients in an AI-assisted operation. You will investigate alerts, interpret data, and collaborate with an AI support agent to drive issues toward resolution.

In this on-site role based in Metro Manila, you will monitor tickets using Zendesk and Jira, work with field teams, follow runbooks, and escalate as needed while maintaining clear documentation and

Qualifications

• 5+ years of experience in Technical Support or similar operations.
• Strong troubleshooting and analytical skills for telemetry and logs.
• Experience with Zendesk, Jira, or similar ticketing systems.
• Familiarity with Grafana, Datadog, or similar monitoring tools.
• Excellent written and spoken English communication.
• Comfortable using AI tools in daily support operations.
• Detail-oriented with solid incident-handling and documentation skills.
• Willing to work on a rotating 24/7 schedule.

Responsibilities

• Monitor alerts and tickets using Zendesk, Jira, and client monitoring dashboards.
• Work with an AI support agent to triage alerts, validate issues, and determine next steps.
• Analyze telemetry, sensor data, logs, and error codes to identify issues and distinguish real faults from connectivity problems or false alarms.
• Follow troubleshooting runbooks and flowcharts to resolve known issues.
• Coordinate with field technicians/on-site teams through calls or virtual meetings when physical intervention is required.
• Escalate complex issues to engineering with complete troubleshooting details.
• Maintain accurate ticket documentation for seamless handover between shifts and AI-assisted workflows.
• Identify recurring issues and recommend improvements to troubleshooting procedures.
• Support a rotating 24/7 schedule, including night and weekend shifts.

Skills

Troubleshooting

Analytical skills

English communication

Incident handling

Documentation

Team coordination

AI tools familiarity

Tools

Zendesk

Jira

Grafana

Datadog

Monitoring dashboards

Job description

We’re looking for an experienced Technical Support Specialist with 5+ years of relevant experience to join an AI-assisted support operation for hardware clients. You’ll investigate alerts, interpret technical data, and work alongside an AI support agent to identify issues and drive them toward resolution.

Key Responsibilities

• Monitor alerts and tickets using Zendesk, Jira, and client monitoring dashboards.

• Work with an AI support agent to triage alerts, validate issues, and determine next steps.

• Analyze telemetry, sensor data, logs, and error codes to identify technical issues and distinguish real faults from connectivity problems or false alarms.

• Follow troubleshooting runbooks and flowcharts to resolve known issues.

• Coordinate with field technicians/on-site teams through calls or virtual meetings when physical intervention is required.

• Escalate complex issues to engineering with complete troubleshooting details.

• Maintain accurate ticket documentation for seamless handover between shifts and AI-assisted workflows.

• Identify recurring issues and recommend improvements to troubleshooting procedures.

• Support a rotating 24/7 schedule, including night and weekend shifts.

Qualifications

• 5+ years of experience in Technical Support, NOC, Help Desk, BPO Tier 1/2, or similar technical operations.

• Strong troubleshooting and analytical skills, with the ability to interpret telemetry, dashboards, logs, and error codes.

• Experience with Zendesk, Jira, or similar ticketing systems.

• Familiarity with Grafana, Datadog, or similar monitoring tools.

• Strong written and spoken English communication skills.

• Comfortable using AI tools as part of daily support operations.

• Detail-oriented with strong documentation and incident-handling skills.

• Willing to work on a rotating 24/7 schedule.
  

Nice to Have: Background in IT, Electronics, Telecom, or Engineering, plus exposure to IoT, embedded systems, or electromechanical hardware.LGC-MCV