Technical Support Engineer – Seasonal
Posted 1 month ago
You'll complete your application on SupportNinja's career site.
About the Role
A seasonal contract for a Technical Support Engineer located in the Philippines is now available. This role requires an individual who excels in high-pressure settings and serves as a key intermediary between clients and internal technical staff. You will manage ticket queues and resolve integration and technical problems within established service level agreements to maintain high operational standards. This position leverages advanced AI-supported technologies to optimize support workflows for various SaaS and integration ecosystems. You will contribute to the team by refining documentation, building knowledge resources, and collaborating with engineers to determine and mitigate the source of repeated technical incidents.
Requirements
- You need a minimum of two years of professional experience in technical support, operations, or service desk environments, including expertise in ticket management and collaborative workflows.
- A bachelor’s degree in Business, Information Systems, or a related discipline is preferred, though relevant work experience is a suitable substitute.
- You must demonstrate proficiency in Microsoft 365, Confluence, and Jira, along with specific experience working with Salesforce.
- You should possess basic knowledge of integration principles, including OAuth and least-privilege access models, as well as the ability to execute SQL queries within Snowflake or comparable database systems.
- You must be comfortable utilizing AI-based tools like Copilot, Claude, and ChatGPT.
- You should demonstrate strong analytical aptitude, superior written communication skills, and the capacity to operate autonomously within ambiguous situations.
Responsibilities
- You will act as the primary liaison for engineering and integration inquiries, assessing, sorting, and ranking tickets to uphold service level agreement standards.
- You will oversee integration-related operations, covering access modifications and troubleshooting for platforms such as MuleSoft and Salesforce.
- You will author comprehensive documentation, including standard operating procedures, runbooks, and knowledge base articles, utilizing Confluence and Jira.
- You will detect patterns in recurring issues to find root causes, assist in refining AI-driven intake workflows, and conduct SQL-based data analysis.
- You will communicate consistently with project stakeholders and clients to offer updates, verify resolution success, and define project requirements.
Benefits & Perks
- This seasonal contract role begins on or before October 12 and ends on December 31, 2026.
- This is a fully remote position that requires employees to provide their own equipment.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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