Job description

Description

Peak Support, an outsourcing firm serving some of today’s most innovative companies, is seeking a Technical Customer Support Engineer to join our team in Philippines.

Peak Support manages customer service and back-office teams for high-growth companies. Founded in 2015, we are a 4x Inc. 5000 company and a Certified Great Place to Work, with 2,000 team members in the Philippines, Colombia, Eastern Europe, and the U.S.

Why Peak Support?

If you want to work for high-growth companies, Peak Support is the place to be. Our clients range from early-stage startups with fewer than five employees to unicorns with valuations well over $1 billion to old-line companies re-imagining themselves. We have been profitable from day one and we are proud that in our first five years, we grew entirely through client referrals.

We are dedicated to providing exceptional service to our clients AND an exceptional work environment for our team members. We don’t do this with ping pong tables or video games. We do it by creating a positive, encouraging and performance-driven culture that enables our team members to build rewarding, long-term careers.

Peak Support is actively working to create a diverse, equitable and inclusive company. Applicants will be considered without regard to race, color, religion, gender, gender identity or expression, disability, sexual orientation, national origin, age, or veteran status.

Work from Home PLUS

Peak Support offers all the convenience of working from home, with the benefits of working for an established organization with an exceptional team and tremendous opportunities for growth.

Peak Support has been 100% remote since day one, so we have built a culture and a set of processes that support the success of our remote team members. When we can, we get together in person. We believe that building offline relationships is critical to successful online work.

We are looking for a Technical Customer Support Engineer to join our team and support customers in getting the most out of our client’s AI-driven data products and mastering solutions. This individual must have excellent troubleshooting, debugging, and problem solving skills.

This individual will provide L1 and L2 customer support. He or she will be responsible for ticket intake and prioritization, and will manage ticket workflow. He or she will be responsible for identifying root causes of problems, identifying dependencies, and delivering issue resolutions. He or she may also use their proven software development skills to deliver corrected softwarecode.

This individual must also be able to interact with other teams and customers in a professional manner as the job involves providing the back-line of support for escalated software issues.

Responsibilities for Technical Customer Support Engineer

Respond to customer inquiries and assist in troubleshooting and resolving issues.
Attend virtual meetings with clients to analyze, troubleshoot and diagnose problems.
Coordinate with other internal teams (professional services, software engineering, customer success) to get customers unblocked as quickly as possible.
Assist in creating documentation on troubleshooting and how-to-guides.

Requirements

Qualifications for Technical Customer Support Engineer

Masters (preferred) or Bachelor's degree in computer science, engineering, or equivalent field.
1+ years of experience in a technical role, either as a software engineer or technical customer support engineer.
Professional written and interpersonal skills, which are essential when communicating with customers and clients.
Proven ability to handle complex, open-ended problems.
1+ years of proven programming skills, preferably in Python.
1+ years of proven experience with Linux system administration, including shell scripting.

Other Preferred Qualifications