Technical Support Engineer

Discover your 100% YOU with MicroSourcing!

Position: Technical Support Engineer

Work setup & shift: Work from Home | Night Shift

Why join MicroSourcing?

Youll Have

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
  
  

Your Role

The Technical Support Engineer is responsible for monitoring the queue and providing technical support, with emphasis on the initial analysis in accordance with the company’s SLA and service standards.

This role requires knowledge of the company’s products, problem solving skills, and the ability to communicate effectively with customers and colleagues. This role plays a key part in the customers’ experience and is key to customer satisfaction.

Technical Support

• Provide initial analysis (meaningful first response) to our customers, within our SLA, via our support ticketing system.
• Troubleshoot and/or reproduce technical issues related to our products and/or integrations on customer’s environment
• If a solution cannot be provided, gather all technical details needed for further investigation.
  
  

Customer Interaction

• Respond to customer inquiries in a timely and professional manner.
• Guide users through step-by-step solutions to resolve issues.
• Conduct screen-sharing sessions with customers when required.
• Gather all needed information and escalate unresolved issues to higher-level support or specialized teams when necessary.
  
  

Documentation

• Document support requests, resolutions, and customer interactions in the ticketing system.
• Create and update knowledge base articles and support documentation for common issues.
  
  

Collaboration

• Collaborate with other teams to identify recurring issues and suggest improvements.
• Assist with user training sessions on new software or tools as needed.
  
  

Continuous Learning

• Gain basic knowledge of all the company’s products and services.
• Participate in training and development opportunities to enhance skill sets.
  
  

What You Need

Non-negotiables

• Professional Experience: At least 2–3 years of experience in a technical support role.
• Programming Literacy: Solid knowledge of programming environments, specifically Java (Primary), with Python and JavaScript also being relevant.
• DevOps & SDLC Tooling: Direct experience or strong knowledge of the Software Development Lifecycle (SDLC) and tools like Maven, Jenkins, and CI/CD servers.
• Operating Systems: Proficiency in working across multiple operating systems (e.g., Windows, Linux).
• Shift Availability: Must be able to work the 8am–5pm EST shift (night shift in the Philippines).
• Technical Assessment: Ability to successfully complete the mandatory technical screening project.
• Communication: Excellent written and verbal English communication skills for enterprise-level customer interaction.
  
  

Preferred Skills/expertise

• Industry Background: Prior experience specifically within the enterprise software industry.
• Hands-on Development: Actual hands-on experience with code development, moving beyond just "literacy" to practical application.
• Security Domain Knowledge: Training provided; Candidates with an eagerness for or background in application security (AppSec) or vulnerability management are preferred.
• Analytical Depth: Exceptional problem-solving and analytical abilities, particularly the ability to troubleshoot complex integrations in a customers specific environment.
• Self-Management: Strong time management and organizational skills, as the role involves managing a high-volume ticket queue within strict SLAs.
  
  

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our companys strength lies in our peoples diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – its our commitment. Our way of life. Here, we dont just accept your unique authentic self - we celebrate it, valuing every individuals contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply

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