Support Engineer Full Time

Responsibilities:

• Resolve tickets with clear and empathetic communication.
• Identify and escalate priority issues effectively.
• Analyze trends and bugs for root cause resolution.
• Monitor alerts and mitigate customer-facing issues.
• Advocate for SLA compliance during high-urgency incidents.
• Engineer accurate solutions for complex issues.
• Ensure complete resolution with follow-ups.
• Conduct ticket quality assurance continuously.
• Investigate customer problems involving data integrity.
• Improve debugging and escalation protocols.
• Create dashboards for efficient SQL analyses.
• Understand and address varying customer needs.
• Serve as the voice of the customer to Boldr.
• Specialize in partner-specific requirements as needed.
• Train future teammates to grow the team.

Requirements:

• 2+ years in a Support Engineer or similar role.
• Strong experience with complex databases and SQL.
• Bachelor’s in IT/Computer Science or similar.
• Ability to articulate complex solutions concisely.
• Exceptional written and verbal communication skills.
• Experience handling high-priority incidents under pressure.
• Strong strategic and analytical problem-solving skills.
• Attention to detail and resourcefulness in troubleshooting.
• Ability to identify patterns and trends in tickets.
• Understanding of database structures and data.
• Self-motivated with the ability to work in ambiguity.
• Retail or supply chain experience preferred but not required.

Benefits:

• SSS contributions.
• Pag-ibig membership.
• PhilHealth coverage.
• HMO from day one.
• 13th-month pay.
• Paid incentive leaves.
• Personal time-offs (PTOs).
• Sick leave benefits.