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TECHNICAL SUPPORT ENGINEER

XTN-DB7E672

City
NA, Philippines
Schedule
Night Shift
Office Location
OFFSITE
Work Schedule
Night Shift

Make your next big career move by applying as KMC Solutions' next TECHNICAL SUPPORT ENGINEER

We are looking for a full-time Technical Support Engineer in our Manila office. The ideal Technical Support Engineer is passionate about our Cloud Meeting vision, has a great attitude, and the ability to be reactive and proactive on a day to day basis. The Technical Support Engineer is expected to be highly proficient in all areas related to our client's products.

On top of your salary, here are the exciting benefits you can look forward to:

  • Work from the comfort of your own home
  • Comprehensive healthcare benefit for you and your dependents
  • Mental wellbeing programs for you and your dependents
  • Competitive time off and vacation policy
  • Thriving workplace culture centered on caring, diversity, and inclusion

The main responsibilities of a TECHNICAL SUPPORT ENGINEER include:

The Tier 2 Technical Support Engineer (T2 TSE) provides advanced technical assistance for Zoom’s suite of products when issues exceed Tier 1 troubleshooting scope. This role focuses on diagnosing complex problems, collaborating with engineering teams, and ensuring timely resolution for escalated customer cases. T2 engineers act as subject matter experts (SMEs) for specific product domains and play a key role in maintaining customer satisfaction through technical depth and ownership of escalations

 Key Responsibilities (include but are not limited to):

  • Provide support to troubleshoot and resolve technical issues reported by external customers and other team members through phone, chat, and ticket channels 
  • Identify bugs, test, reproduce, report, and work with the escalation engineers to assist with a fix and test/verify fix versions 
  • Provide ideas and assist with creation of documentation and training material for external and internal Support Center content 
  • Maintain clear, concise, and positive communication for all cases in a timely and efficient manner including follow-ups with customers, team members, and engineers 
  • Stay familiar with all of client's products, offerings, and integrations as well as those of software and hardware competitors and partners in the industry 
  • Handle escalated cases from Tier 1, ensuring detailed analysis and resolution within defined SLAs.
  • Perform in-depth troubleshooting for complex issues across Zoom products (Meetings, Phone, Rooms, Webinars, Contact Center, etc.).
  • Reproduce customer issues in lab environments and document findings for engineering or product teams.
  • Collaborate with Escalation Specialists (ES) and Technical Support Managers (TSMs) to manage backlog and prioritize high-impact cases.
  • Maintain accurate and comprehensive case documentation, including SIRE notes and next steps.
  • Provide coaching and feedback to Tier 1 agents to improve first-contact resolution and reduce unnecessary escalations.
  • Participate in QA reviews, DSAT recovery, and backlog reduction initiatives.
  • Engage in cross-functional meetings with Product, Engineering, and Operations to share insights and recurring issue trends.
  • Ensure all tickets receive updates within 48 hours and meet communication quality standards.
  • Support weekend or after-hours coverage as part of the rotation schedule when required 

To apply, you must be an expert on the following requirements:

Required Skills & Qualifications

  • 4+ years of experience in technical support or customer-facing engineering roles.

  • Strong understanding of SaaS, networking fundamentals (TCP/IP, DNS, firewalls, proxies), and VoIP technologies.

  • Proficiency in troubleshooting tools such as packet capture analyzers, log analysis utilities, and remote diagnostic tools.

  • Familiarity with ServiceNow or similar ticketing systems.

  • Excellent written and verbal communication skills with a customer-first mindset.

  • Ability to multitask and manage multiple high-priority cases simultaneously.

  • Experience collaborating with cross-functional teams (Engineering, QA, Product).

  • Bachelor’s degree in Computer Science, IT, or related field preferred.

Other areas of interest: 

  • Experience with H.323 and SIP protocols from a hardware and network standpoint. 

  • Experience and knowledge of PBX systems are highly desirable 

  • Network experience (CCNA certification or equivalent).

  • Administration of Exchange, Office 365, or Google Apps email and calendaring tools.

  • Active Directory federation and Single-Sign-On administration.

  • Experience managing a virtualized infrastructure.

  • Programming experience, including mobile app development with SDKs, REST API usage, and HTML/CSS.

  • Experience in administration of any of the following: Learning Management System and Learning Tools Interoperability (LTI), infusionSoft, Marketo, Salesforce Pardot, Ontraport or other marketing tools.

It will also be favorable if you are knowledgeable in:

  • Additional relevant knowledge or experience related to the above requirements will be considered an advantage.

The successful candidate must submit the following pre-employment requirements

  • Scanned copy of valid NBI Clearance
  • Accomplished Medical or PEME Slip (covered by KMC)
  • 2x2 & Half body picture with white background
  • Proof of government numbers (TIN, SSS, Pag-ibig, & Philhealth)
  • Photocopy of 2 valid IDs – front & back (government-issued)
  • Clear copy of your Birth Certificate (PSA or NSO)
  • Accomplished HR Forms & Promissory Note (will be provided by KMC’s Onboarding Team

Click here to view the complete list of KMC’s pre-employment requirements.

KMC Careers

If you're a rockstar at what you do and looking to be a part of our amazing story, we want to hear from you!

We offer attractive salaries and benefits plus you get to work in some of the Philippines' best flexible workspaces. Our employees also get to enjoy exclusive discounts, rewards and freebies, and invites to our monthly events. We are always recruiting for roles in IT & Development, Marketing, Business Administration, HR & Recruitment and Legal & Finance Roles.

KMC provides quality employment opportunities for job-seekers looking for a career that is both challenging and fulfilling. We are also committed to providing equal opportunities at every selection stage. We do not discriminate due to age, gender, sexual orientation, ethnicity, nationality, and religion.

Work with Us. Grow with Us.

KMC Solutions offers a variety of career opportunities in Metro Manila, Cebu and Clark & Iloilo. We are always looking for talented and enthusiastic individuals who are ready to make their next big career move.

Our Culture

At KMC, we foster an inclusive and positive workplace for all. We push our members to succeed in everything they do through our collaborative work environment. We encourage our community to work hard and reach their full potential while delivering results that matter for our members and you as professionals.

We host amazing and quality events and implement people-centric policies to work flexibly. We ensure that everyone in our expansive network is engaged, from our internal employees and those who work on behalf our offshore partners.

Life within KMC: Work Hard Party Harder

At KMC, we work hard and we are committed to putting our best foot forward in everything we do. Everyone is encouraged to be an individual while also working for the collective good of the KMC Community. We believe mistakes are opportunities and that you should not present a solution without a problem.

We also know when hard work deserves to be recognized so we reward our employees with monthly parties, free trips and much much more!

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