TECHNICAL SUPPORT ENGINEER L3
Make your next big career move by applying as KMC Solutions' next TECHNICAL SUPPORT ENGINEER L3
Our client is a leading smart home security company based in the U.S., specializing in wireless security cameras, video doorbells, and floodlights designed for both home and business use. Their products feature high-definition video (up to 4K), advanced AI detection (people, vehicles, packages), and seamless integration with major smart-home platforms like Alexa, Google Assistant, and Apple Home. Through the Arlo Secure subscription, users gain access to cloud storage, smart alerts, and enhanced privacy controls aimed at delivering peace of mind and protection for what matters most.
On top of your salary, here are the exciting benefits you can look forward to:
• Health Insurance/HMO
• Enjoy unlimited MadMax Coffee
• Diverse learning & growth opportunities
• Accessible Cloud HR platform (Sprout)
• Above standard leaves
The main responsibilities of a TECHNICAL SUPPORT ENGINEER L3 include:
Responsibilities
- Act as Tier 3 (L3) escalation support, handling complex technical issues escalated from L1 and L2 support teams
- Diagnosing and resolving issues related to:
- Home Wi-Fi and network setups
- Device onboarding and registration
- Streaming, app performance, and cloud connectivity
- Subscription, billing, and payment-related technical flows
- Manage customer interactions professionally, demonstrating empathy and strong customer control when handling escalated or frustrated customers
- Perform hands-on, methodical troubleshooting across devices, mobile apps, cloud services, and backend workflows
- Understand and explain how devices interact with backend systems, APIs, and web services
- Accurately document cases, root causes, and resolutions in ticketing systems (e.g., Salesforce Service Cloud or similar)
- Escalate defects, bugs, and systemic issues to Engineering and Quality Engineering teams with clear reproduction steps and evidence
- Collaborate with Engineering, QE, and Support teams to validate issues, test fixes, and improve product quality
- Contribute to internal knowledge bases, troubleshooting guides, and best practices for L1/L2 teams
- Participate in product testing, new feature rollouts, and continuous improvement initiatives
To apply, you must be an expert on the following requirements:
Qualifications
- 3–5+ years of experience in Technical Support, Application Support, NOC, or Escalation Support roles (L2/L3)
- Strong understanding of networking fundamentals, including:
- TCP/IP, DNS, DHCP
- Home Wi-Fi configurations and router setups
- Working knowledge of web and cloud technologies, such as:
- HTTP/HTTPS
- REST APIs
- JSON
- Understanding of how devices interact with backend systems and cloud services
- Experience supporting mobile and desktop platforms (iOS, Android, Windows, macOS)
- Familiarity with ticketing and CRM systems (Salesforce Service Cloud, Jira, or similar)
- Experience reviewing logs or using monitoring tools (e.g., CloudWatch, Datadog, Splunk, or equivalent)
- Strong customer management and communication skills; able to de-escalate tense situations confidently
- Logical, structured problem-solving approach with strong attention to detail
- Ability to translate technical concepts into simple, customer-friendly language
- Excellent written and verbal English communication skills
- Comfortable working independently while collaborating with a global team
It will also be favorable if you are knowledgeable in:
Preferred / Nice-to-Have
- Experience supporting smart home, IoT, or consumer electronics products
- Exposure to security cameras, doorbells, streaming devices, or connected home systems
- Familiarity with smart home ecosystems (Alexa, Google Home, Apple HomeKit)
- Technical certifications such as CompTIA A+, Network+, or similar
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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