Technical Support Engineer II
Technical Support Engineer II
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Salary Not Disclosed
1 Vacancy
Job Description
We are seeking highly skilled and motivated Technical Support Engineers (Level II) to join our global support team. This is a remote role based in the Philippines ideal for professionals experienced in technical support for enterprise environments particularly with a strong foundation in networking Linux cloud systems and customer handling. You will play a key role in delivering top-tier support to global customers and maintaining critical system uptime.
What Youll Do:
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Triage and resolve incoming technical support cases via ticketing systems and shared queues
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Identify prioritize and escalate critical (Severity 1) issues per support protocols
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Maintain detailed case documentation with structured updates to ensure clear communication
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Conduct technical analysis and reproduce customer issues in test/lab environments
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Provide deep-dive troubleshooting across Linux systems basic networking virtualization and public cloud environments (AWS/Azure)
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Participate in rotating on-call and weekend support schedules
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Collaborate with engineering and R&D teams to resolve complex customer cases
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Ensure adherence to SLA metrics related to response and resolution times
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3 years of hands-on technical support experience ideally in global or enterprise settings
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Proficiency in Linux systems (RedHat Ubuntu) with working knowledge of shell scripting or automation
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Strong networking fundamentals with preference for CCNP certification or equivalent experience
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Demonstrated experience supporting cloud environments (AWS and Azure) and related services such as EC2 RDS IAM Azure VMs and Azure Database
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Familiarity with ITIL support processes and tools such as ServiceNow JIRA and Nagios
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Experience managing user accounts and collaboration tools within Microsoft 365 Exchange Online Azure AD/Entra ID
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Proficient in documenting procedures and incidents for compliance and knowledge sharing
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Vendor experience preferably with companies like Sophos
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Strong verbal and written communication skills in English with an emphasis on customer service
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Experience supporting or working with enterprise storage systems (e.g. HPE 3PAR NetBackup Brocade SAN)
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Prior work experience with technology vendors or managed services providers
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Familiarity with scripting (e.g. PowerShell) or tools like Terraform and AWS Lambda
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Exposure to virtualization technologies such as VMware
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Certifications in Azure Administration AWS or Microsoft 365 are a plus
Employment Type
Full-time
