XTN-17D1263 | TECHNICAL SUPPORT ENGINEER

About this role

We are looking for a full-time Technical Support Engineer in our Manila office. The ideal Technical Support Engineer is passionate about our Cloud Meeting vision, has a great attitude, and the ability to be reactive and proactive on a day to day basis. The Technical Support Engineer is expected to be highly proficient in all areas related to our client's products.

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Work Where You Work Best: Thrive in a fully remote environment from your own home office.

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Protect Your Loved Ones: Access comprehensive, top-tier healthcare coverage for you and your dependents.

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Prioritize Your Peace: Take advantage of extensive mental wellbeing programs designed for you and your family.

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Unplug and Explore: Enjoy a highly competitive vacation policy that gives you the time you need to disconnect.

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Belong From Day One: Step into a workplace culture deeply rooted in empathy, diversity, and genuine inclusion.

• Provide support to troubleshoot and resolve technical issues reported by external customers and other team members through phone, chat, and ticket channels

• Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions.

• Provide ideas and assist with the creation of documentation and training material for external and internal Support Center content

• Maintain clear, concise, and positive communication for all cases in a timely and efficient manner, including follow-ups with customers, team members, and engineers

• Stay familiar with the client's products, offerings, and integrations, as well as those of software and hardware competitors and partners in the industry.

• And such other tasks may be given by the EMPLOYER and/or Client analogous to the foregoing.

• Experience with H.323 and SIP protocols from a hardware and network standpoint.

• Experience and knowledge of PBX systems are highly desirable

• Network experience (CCNA certification or equivalent).

• Administration of Exchange, Office 365, or Google Apps email and calendaring tools.

• Active Directory federation and Single­Sign­On administration.

• Experience managing a virtualized infrastructure.

• Programming experience, including mobile app development with SDKs, REST API usage, and HTML/CSS.

• Experience in administration of any of the following: Learning Management Systems and Learning Tools Interoperability (LTI), InfusionSoft, Marketo, Salesforce Pardot, Ontraport, or other marketing tools.

• Additional relevant knowledge or experience related to the above requirements will be considered an advantage.

Originally posted on Himalayas