Technical Support Specialist (IoT / Connected Devices)- Hybrid - #PC001035

PRACTICE HEROES CONSULTING, INC.; Makati; On-site; PHP 558,000 - 725,000; Full time

Benefits offered by this job

Hybrid arrangement

HMO

13th month pay

Job summary

PRACTICE HEROES CONSULTING, INC. is seeking an Engineering Technical Support Coordinator in Manila to be the first contact for customers, handling alerts, remote fixes, and clear communication. This role focuses on ownership and proactive support rather than deep engineering tasks.

The ideal candidate has a software or IT background, strong written English, and a desire to grow within an environment serving international clients. Hybrid work with office presence in Makati is offered.

Qualifications

• Excellent written English and ownership mentality.
• Ability to log into modems and read basic diagnostic data.
• Experience supporting international customers is a plus.
• Comfortable handling high daily task volume with attention to detail.

Responsibilities

• Be the person customers hear from BEFORE they notice a problem; respond proactively.
• Write clear, professional emails to non-technical customers.
• Take ownership of issues and see them through to resolution or escalation.
• Monitor system alerts and perform remote checks to determine fix or escalation.
• Triage inbox end-to-end and ensure no email goes unanswered.
• Help build and maintain user guides and internal process notes.

Skills

Software background

Written English

Communication skills

Customer support

Tools

ServiceNow

Zendesk

Freshdesk

Job description

We're hiring an Engineering Technical Support Coordinator for an Australian environmental and industrial monitoring company. They run a network of connected monitoring devices across mining, construction, and industrial sites — and they need someone to be the first point of contact for their customers' monitoring systems: catching issues, fixing what can be fixed remotely, and keeping customers informed before they have to ask.

This is NOT a hands-on engineering role, and it's not a deep-tech role. It's a technical support and communication role with real room to grow. If you've got a software or IT background and a genuine interest in how connected devices and firmware work, there's scope to expand this role over time — but what matters most, every day, is that you take ownership and communicate brilliantly with customers.

What You'll Do

Customer Ownership & Proactive Communication (the heart of the role)

• Be the person customers hear from BEFORE they notice a problem — not a month later
• Write clear, professional, genuinely helpful emails to customers who aren't technical
• Take ownership of each issue and see it through to resolution or escalation

Alert Triage & Remote Investigation

• Monitor a high daily volume of system alerts — quickly clear the routine ones, investigate the ones that need a closer look
• Log into modems and remote devices, check IP addresses and device status, and work out whether you can fix it remotely or need to escalation
• Escalate genuine hardware faults to the engineering team with clear, complete context

Technical Inbox Management

• Own the engineering technical support inbox end-to-end
• Triage inbound email — respond directly where able, escalation where required
• Ensure no email goes unanswered and no customer falls through the cracks

Documentation & Coordination Support

• Help build and maintain user guides, troubleshooting guides, and internal process notes
• Provide general coordination support to keep engineering project tasks visible and progressing

Who We're Looking For

We're flexible on background — what we care about most is attitude, aptitude, and the ability to write a genuinely good email. Across all backgrounds below, you'll need excellent written English, a real ownership mentality, and ideally some experience supporting international (Australian, UK, or US) customers.

Ideal background

• A software or IT background — and especially someone keen to develop their skills around firmware and software support. This is the shape the client is most excited about, and the person who grows into the expanded scope of this role.

Also a strong fit

• Telco / NBN troubleshooting backgrounds (PLDT, Globe, Converge, or similar)
• Network engineers looking to break out of a narrow, pigeonholed role into something broader and more customer-facing
• IT support, helpdesk, NOC, or connected-equipment / IoT support experience

What everyone needs

• Comfortable logging into modems, remote devices, or network equipment and reading basic diagnostic data
• Excellent written English — this is the most important filter
• High attention to detail; able to manage a high volume of small daily tasks without dropping the ball
• Strong attitude: proactive, reliable, takes ownership, genuinely interested in solving problems

Nice to Have

• Exposure to IoT devices, remote sensing equipment, or SCADA-adjacent systems
• Ticketing systems (ServiceNow, Zendesk, Freshdesk, or similar)

Not Required

• Formal engineering degree — attitude and aptitude matter more here
• Prior knowledge of the client's products or platform — full training provided
• Deep networking or software engineering expertise — this is a support role, not an engineering one. (In fact, if you're very senior and deep in the tech, this role will likely bore you.)

The Growth Path

The client is growing fast and expects to add a second person to this team within 6–12 months. For the right person — particularly someone with software/firmware curiosity — there's genuine scope to expand what this role covers over time. Come in to do the support job brilliantly; grow it into something more technical if that's where your interest takes you.

Salary & Benefits

• ₱50,000 – ₱65,000 per month base, depending on experience
• Full statutory benefits (SSS, PhilHealth, Pag-IBIG, 13th month) + HMO
• Hybrid arrangement, Makati CBD office, AEST business hours