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Support Engineer

4 hours ago
Philippines
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Datadog IoT Linux
Apply Now
Philippine Outsourcing & BPO Call Center Services

Philippine Outsourcing & BPO Call Center Services

SuperStaff is a comprehensive outsourcing solutions provider offering call center services in the Philippines, US, and Colombia. With a focus on reducing costs and increasing productivity, SuperStaff provides multilingual call center support, customer ...

Professional Services
51-250
Founded 2009
View All Jobs 9

Description

  • Triage and resolve technical issues escalated by Service Technicians and operations teams using existing documentation and internal processes.
  • Monitor system alerts, dashboards, and incident queues to identify problems affecting device uptime, connectivity, and performance.
  • Diagnose technical issues by reviewing logs, alerts, and system behavior in a Linux-based environment.
  • Support field teams with troubleshooting for hardware-integrated software systems and connected smart fridge devices.
  • Escalate unresolved or high-impact incidents to engineering or technical teams with clear documentation and context.
  • Document issues, root causes, workarounds, and resolutions to strengthen the internal knowledge base.
  • Identify recurring patterns and common technical failures and communicate findings to improve operational efficiency and product reliability.
  • Collaborate with Engineering, Operations, and other internal stakeholders to surface systemic issues and support long-term fixes.
  • Maintain accurate records of incidents, resolutions, response times, and support actions taken.
  • Help improve support workflows, documentation standards, and escalation procedures.

Requirements

  • 2–4 years of experience in technical support, IT support, operations engineering, or a similar troubleshooting role.
  • Experience resolving technical issues in production or operations environments.
  • Ability to analyze logs, alerts, dashboards, and monitoring data.
  • Basic Linux troubleshooting and command-line knowledge.
  • Strong written English communication and documentation skills.
  • Strong analytical, problem-solving, and troubleshooting abilities.
  • Ability to work independently and manage priorities with minimal supervision.
  • Experience supporting distributed or asynchronous teams.
  • Detail-oriented with accurate documentation practices.
  • Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Electronics Engineering, or a related field preferred.
  • Relevant work experience may be considered in lieu of a degree.
  • Familiarity with cloud infrastructure, connected devices, or IoT environments (preferred).
  • Experience with monitoring tools such as Datadog or AWS CloudWatch (preferred).
  • Background in hardware-integrated software systems (preferred).
  • Experience in incident management, uptime monitoring, or operational support (preferred).
  • Knowledge of network troubleshooting, device monitoring, or remote diagnostics (preferred).
  • Experience with process improvement, root cause analysis, or knowledge base documentation (preferred).

Benefits

  • Monday to Friday schedule with fixed hours: 9am–6pm CST / 10pm–7am PH time.
  • Work-from-home arrangement in Ayala, Makati or Clark, Pampanga.
  • HMO coverage with 1 free dependent upon hire.
  • Life insurance provided.
  • 20 PTO credits annually.
  • 10% night differential.
  • Annual performance-based merit increases and employee recognition.
  • Laptop provided by the company.
  • Career growth and learning opportunities.

Interested in this position?

Apply directly on the company website

Apply Now

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