TECHNICAL SUPPORT ENGINEER L3
Make your next big career move by applying as KMC Solutions' next TECHNICAL SUPPORT ENGINEER L3
We are expanding our Technical Support team and seeking an L3 Technical Support Engineer to collaborate with our global Care Support, Quality Engineering (QE), and Engineering teams.
The ideal candidate is highly technical, with experience in cloud technologies (REST, HTTP, APIs), IoT security camera systems, and hands-on troubleshooting of networking devices such as routers, security appliances, switches, and wireless products. Strong customer management, escalation handling, and time-management skills are essential.
This role’s primary responsibility is to provide 3rd-tier escalation support, including troubleshooting complex multi-system issues, security incidents, and critical bugs. The candidate will also work with QE and Engineering to replicate problems, validate defects, support product testing, create internal/external knowledge content, guide call centers, and engage with customers and partners on product-specific concerns across our device portfolio.
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:
Specific Responsibilities
• Provide escalated technical support for Arlo cameras, doorbells, hubs, and accessories via phone and email, guiding customers through device onboarding, network configuration, and hands-on troubleshooting steps
• Manage customer interactions professionally, handling frustrated customers with patience and empathy while diagnosing and resolving device, connectivity, app, streaming, and subscription issues
• Document and escalate appropriately by accurately recording customer interactions and issues in ticketing systems (Jira, Salesforce)
• Learn and maintain product knowledge of Arlo's products, core features, subscription plans, billing processes, and common troubleshooting procedures
• Participate in continuous learning through product training, staying updated on new releases and features, and contributing knowledge base improvements based on customer interactions
• Collaborate with team and cross-functional members to share learnings, best practices, and assist in testing new products or features as needed
To apply, you must be an expert on the following requirements:
Core Competencies & Soft Skills:
• Strong customer service focus with patience, empathy, and professionalism
• Good communication skills both oral and written, with ability to explain technical concepts to non-technical customers and stakeholders
• Problem solving and logical thinking with methodical hands-on troubleshooting approach
• Team player willing to collaborate and ask for help when needed
• Detail-oriented with ability to manage time effectively
• Adaptable and eager to learn in a fast-paced environment
Technical Qualifications & Requirements:
Required:
• Fluent English language knowledge (C1 preferred)
• Degree in technical field (or equivalent experience)
• Experience technical support, customer service, or related experience
• Knowledge of networking concepts (IP, Wi-Fi, routers, home network setup)
• Familiarity with operating systems (iOS, Android, Windows, macOS)
• Familiarity with cloud services and mobile application
• Experience with log analysis or monitoring tools (Splunk, Datadog, AWS Cloudwatch or similar)
It will also be favorable if you are knowledgeable in:
Preferred:
• Previous experience with Arlo smart home devices (security cameras, doorbells, voice assistants)
• Familiarity with Alexa, Google Home, or HomeKit
• Experience of web services technologies and protocols (HTTP, JSON, XML, REST)
• Technical certifications (CompTIA A+, Network+, LPIC 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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