Customer Support Engineer Jobs

Helpware

Location:
Philippines, Cebu

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

Customer Support Engineer is customer-centric and focused on providing application-oriented support. The primary responsibility is to deliver hands-on assistance to external customers, troubleshooting, and resolving issues that impact their experience. The position requires strong communication skills to effectively engage with customers, partners, and both technical and non-technical stakeholders. Additionally, the role involves developing support documentation, FAQs, and training materials to enhance customer self-service. The candidate will also assist in onboarding new customers and ensuring the smooth implementation of production services.

Job Responsibility:

Provide technical support for all Siden customers
Troubleshoot and resolve issues by communicating with our customer support organization and partners to understand, document, and analyze all available data related to technical support issues
Develop expertise in all Siden dashboard tools and detailed analytics
Use data to analyze, troubleshoot, and explain issues
Act as the primary point of contact and provide subject matter expertise for support escalations and ensure timely resolution
Monitor system performance, proactively identify potential issues, and work to prevent downtime
Create and maintain documentation, including troubleshooting guides, FAQs, and best practices for customers
Assist in onboarding new customers and providing training on platform features and tools
Stay up to date on industry trends, emerging technologies, and customer needs to continuously enhance support quality
Collaborate with engineering, product, and SRE teams to address customer feedback and implement solutions

Requirements:

Bachelor’s degree in Computer Science, Engineering, or a similar discipline
3-5 years experience in a similar role with hands-on experience with Linux systems (Ubuntu preferred), Docker, TCP/IP networking (TCP, UDP, HTTP, multicast, DNS)
Experience with cloud networking (AWS, Azure, GCP) is a plus
Moderate knowledge and/or a strong desire to learn content distribution technologies as CDN, streaming technologies (e.g., HLS, DASH), multicast, catching technologies, and media formats (e.g., audio/video codecs, metadata, DRM)
Soft skills: communication, empathy, and patience

Nice to have:

Experience with cloud networking (AWS, Azure, GCP)

Additional Information:

Job Posted:
December 09, 2025

Employment Type:

Fulltime

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Customer Support Engineer