Technical Support Specialist Developer

Mandaluyong - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate grow and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment empowering our employees to be their authentic selves.

Overview: The Technical Support Specialist is a cross-functional technical expert responsible for resolving escalated highly complex technical issues while providing elevated support to critical customer accounts. This role requires deep technical analysis advanced troubleshooting skills and the ability to collaborate closely with Engineering Product QA Cloud Operations and specialized support groups.

Operating beyond frontline support the Technical Support Specialist handles issues technologies REST APIs microservices databases cloud infrastructure and system integrations. The role requires hands-on expertise with backend services programming fundamentals and the ability to interpret and analyze code-level behavior.

Key Responsibilities:

Advanced Technical Troubleshooting

Diagnose and resolve escalated cases requiring deep knowledge of .NET Core MVC Web API microservices WebSockets distributed systems and backend integrations.
Perform code-level analysis including interpretation of C# .NET logic service dependencies object models and API flows.
Troubleshoot across the full stack: backend services API layers clientserver communication SQL queries cloud components and containerized applications.
Reproduce complex scenarios isolate defects evaluate performance issues and validate engineering patches or workarounds.

Programming & System Expertise

Apply working knowledge of C# .NET JavaScript TypeScript SQL and other relevant programming languages to diagnose technical issues.
Understand software architecture including SOLID principles design patterns multithreading and asynchronous programming.
Analyze stack traces logs exceptions and code behaviors to identify underlying problems.
Utilize tools such as Postman Fiddler Wireshark Splunk Kibana CloudWatch and debugger utilities.

Engineering & Cross-Functional Collaboration

Partner with Engineering teams to provide complete defect reports with reproducible steps environment details logs and recommended hypotheses.
Participate in triage meetings RCA discussions sprint reviews and pre-release validation activities.
Work closely with Product Cloud Ops Security and QA to maintain product stability and drive continuous improvement.

Customer & Account Engagement

Act as a technical liaison for key customer accounts needing elevated specialized support.
Provide clear explanations of root causes product behavior architectural constraints and long-term remediation plans.
Anticipate potential issues by analyzing trends and proactively recommending configuration usage or architectural optimizations.

Qualifications:

48 years of experience in Technical Support Application Support Escalation Engineering Dev Support or related advanced technical role.
Strong hands-on experience with:
- HTTP
- Core MVC Web API
- REST APIs Postman/API tools JSON APIs
- SQL databases (MSSQL MySQL)
- Python Bash
- AWS or other cloud environments
- Log analysis using Splunk Kibana CloudWatch or similar tools
Solid understanding of:
- Microservices architecture
- Distributed systems and integrations
- Data structures SOLID principles design patterns
- Performance monitoring and multithreaded application behavior
Ability to read understand and write code samples
Strong analytical diagnostic and problem-solving abilities
Excellent written and verbal communication skills
Ability to work independently and manage multiple escalations concurrently
High level of attention to detail and documentation discipline

Company Benefits

Company stocks
Annual merit increase based on performance
15% night shift differential pay
Paid Leave with Cash Conversion
HMO with free dependents
Retirement Plan
Life Insurance
While on work from home setup: Internet and meal allowance are provided
Employee Assistance Program for mental and social well-being
Government-mandated Benefits (SSS PhilHealth PagIBIG 13^thmonth pay Solo parent leave Special leave for women)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds perspectives and skills. The more inclusive we are the better we are. Five9 is an equal opportunity employer.

View our privacy policy including our privacy notice to California residents here: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.

Required Experience:

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software bringing the power of cloud innovation to customers worldwide. Living our values everyday results in our team-first culture and enables us to innovate grow and thrive while enjoying the journ...