Support Engineer

The Support Engineer is responsible for helping maintain the uptime, connectivity, and operational performance by providing technical support to Service Technicians and internal operations teams. This role focuses on triaging and resolving escalated issues, monitoring alerts and incidents, documenting recurring problems and resolutions, and collaborating with engineering teams to improve long-term system reliability. The ideal candidate is technically capable, resourceful, and comfortable working independently in a fast-paced, distributed support environment.

Responsibilities & Duties:

• Triage and resolve technical issues escalated by Service Technicians and operations teams using existing documentation, troubleshooting guides, and internal processes
• Monitor system alerts, dashboards, and incident queues to identify issues affecting fridge uptime, connectivity, and performance
• Diagnose technical problems by reviewing logs, alerts, and system behavior in a Linux-based environment
• Support field teams with troubleshooting related to hardware-integrated software systems and connected smart fridge devices
• Escalate unresolved or high-impact incidents to the appropriate engineering or technical teams with clear documentation and context
• Document newly identified issues, root causes, workarounds, and resolutions to improve the internal knowledge base and reduce repeat escalations
• Identify recurring patterns and common technical failures, then communicate findings to help improve operational efficiency and product reliability
• Collaborate cross-functionally with Engineering, Operations, and other internal stakeholders to surface systemic issues and support long-term fixes.
• Maintain accurate records of incidents, resolutions, response times, and support actions taken
• Assist in improving support workflows, documentation standards, and escalation procedures
• Communicate clearly and professionally with distributed teams in an asynchronous work environment
• Follow established service standards, escalation procedures, and support protocols to ensure timely issue resolution

Requirements

• 2–4 years of experience in technical support, IT support, operations engineering, or a similar troubleshooting role
• Experience resolving technical issues in production or operations environments
• Ability to analyze logs, alerts, dashboards, and monitoring data
• Basic Linux troubleshooting and command-line knowledge
• Strong written English communication and documentation skills
• Strong analytical, problem-solving, and troubleshooting abilities
• Ability to work independently and manage priorities with minimal supervision
• Experience supporting distributed or asynchronous teams
• Detail-oriented with accurate documentation practices
• Comfortable collaborating with cross-functional teams

Preferred Qualifications:

• Familiarity with cloud infrastructure, connected devices, or IoT environments
• Experience with monitoring tools such as Datadog or AWS CloudWatch
• Background in hardware-integrated software systems
• Experience in incident management, uptime monitoring, or operational support
• Knowledge of network troubleshooting, device monitoring, or remote diagnostics
• Experience with process improvement, root cause analysis, or knowledge base documentation

Educational Requirements & Certifications:

• Bachelor’s degree in Information Technology, Computer Science, Computer Engineering, Electronics Engineering, or a related field preferred
• Relevant work experience may be considered in lieu of a degree

Benefits

• Schedule: Mon - Fri 9am-6pm (CST) / 10pm - 7am (PH Time)
• Site: Ayala, Makati / Clark, Pampanga (Work from home)
• Work-Life Balance: Monday to Friday schedule

• Legal Benefits: 
  HMO with 1 free dependent upon hire
  Life Insurance
  20 PTO credits annually
  10% Night Differential
  Annual Performance-Based Merit Increases and Employee Recognition
  Great Company Culture
  Career Growth and Learning
  A laptop will be provided by the company